Migrating the legacy Slack for Zendesk integration to the new Slack integration

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6 Comments

  • Kevin Ford
    Community Moderator

    While the migration does keep your existing configuration, you might need to make changes to the Zendesk app in Slack. With the new version, it isn't clear how to do this as you cannot message the new Zendesk app. 

    The way to do this is to open a direct message with the OLD Zendesk app that (at least for our instance) remained installed and type in "settings". The old app is renamed Zendesk (legacy).

    This will cause the new Zendesk app to DM you with the settings window where you can reconfigure it. This message will look like the settings in the old Zendesk app.

    I hope Zendesk either fixes this issue or adds a better explanation than mine in the guide above.

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  • Sean Bourke
    Zendesk Product Manager

    Hi Kevin Ford,

    Thanks for the feedback. At the moment direct messages to the new Slack App are turned off (we're exploring this), however you can still initiate the Settings Dialogue via any channel in which the Zendesk integration has been added by using the /zendesk settings command.

    Please note that the Zendesk (legacy) app will be removed from all workspaces post August 24th.

    Regards,

    Sean

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  • Kevin Ford
    Community Moderator

    Interesting. I tried /zendesk settings in a channel with the bot and got an error in Slack: /zendesk failed with the error "app_not_installed_on_team"

     

     

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  • Sean Bourke
    Zendesk Product Manager

    Hi Kevin Ford,

    Do you still have the older Zendesk (Legacy) app installed in your Slack Workspace? This can be introducing some slash command conflict where it isn't routing to the newer Zendesk app. If you uninstall the legacy app and retry, does it resolve the issue?

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  • Kevin Ford
    Community Moderator

    Yes, the legacy app is still there in that I can open a DM with it. Every time I try to find the Legacy app to uninstall, it just takes me to the new app. I can restrict the app at the organization level but it says it won't affect existing installations which are managed at the workspace level. I go to look for the app in the workspace and only find the new one.

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  • Sean Bourke
    Zendesk Product Manager

    Hi Kevin Ford,

    I've created a ticket on your behalf, so that we can investigate this further.

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