Understanding, installing, and configuring the Slack for Zendesk Support integration

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60 Comments

  • Thomas Bumgardner

    Decided to give this a spin, disabling our custom Slack webhook triggers. If there is no identified method, please consider this a feature request:

    Configuration of triggers to post to specific channels based on conditions.
    Example:

     

    Currently all added channels get blapped.

     

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  • Russell Roth-Peltz

    Once the integration has been installed and configured, does the Zendesk admin who installed it need to remain an agent in order for the integration to continue to function? 

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Yes, the account that set up the integration needs to remain an admin or the integration will break. 

    Thanks,

    David

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  • Russell Roth-Peltz

    @... Thank you!

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  • Mike Carroll

    Hi David,

    Any update on support for shared Slack workspaces / Slack Connect?

    Thanks,

    Mike

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Unfortunately our current integration doesn't work in shared Workspaces or via Slack Connect.

    We're currently investigating a new Slack integration that will work in both along with a number of other features. We will be able to communicate a date when this new integration will be available in a couple of months.

    Thanks,

    David

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  • Mike Carroll

    OK thanks @... will keep an eye out.

    Mike

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  • Stefan Jonsson

    Got an error message in Slack saying "The configuration for this integration is incomplete. Please contact your admin to resolve the issue."
    I managed to solve the issue by going through the installation once again. I suggest you add a section on how to solve issues with the integration as searching for this error message gave no hits. 

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  • Mason Jackson

    I saw a comment from @... that the ability to customize the notifications being sent to Slack was coming potentially at the end of 2020.  Any update on that?  We've recently hooked our two platforms together and when a long thread is sent to Zendesk to open a ticket the entire body of the ticket gets posted in Slack taking up the entire screen.  Ideally we just want the Subject to come through.

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for reaching out & following up.

    We're still finalising the roadmap for the new Slack integration which will be released later in 2021. We're planning to include updates to notifications, making it easier to configure notifications and potentially customise the content of the notification. We're still doing technical discovery on this and unfortunately can't give a definite confirmation of if and when this would be released.

    Thanks,

    David

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  • Mike Mike

    Hi there
    I installed Slack into Zendesk and Zendesk client into Slack. It looks like this integration works, but unfortunately, we can receive notifications about Zendesk tickets only in Slack public channels. Is it possible to receive them in private channels? I added our private channel into the Zendesk client settings, but no notification so far.
    Could you please tell me what I did wrong? 

     

     

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Are you able to confirm you've give the Zendesk app permission to be in the required private channels?

    There's some instructions above under "To add the app to a private channel" which outline the steps to add the app to a private channel.

    Thanks,

    David

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  • Vladyslav Oboronko

    Hello @David Gillespie

    Yes, I can confirm that we added a private channel into our Zendesk settings following the instruction "To add the app to a private channel". 
    We managed to receive notifications for our public channel we added previously, but the same steps do not work for a private one.
    By the way, if you try to add another channel (private) into our Zendesk app, it just does not allow you to do it (please, check this screenrecording here: https://files.fm/u/4x9f5jzv6)
    Thank you in advance!

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for flagging this, this needs to be escalated to our support team for resolution.

    I've raised a ticket on your behalf and our support team will be in contact with you shortly.

    Thanks,

    David

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  • Taketo Sasaki

    Hello.
    I have a similar problem with Mike Mike and Vladyslav Oboronko.
    I've linked the public channel with the Zendesk App and confirmed that I'm notified of ticket updates.
    And then I changed the channel to private.
    Then I noticed that I was no longer notified of ticket updates.

    As you can see in the image, the Zendesk App is set up to access the ss_iot channel.

    In addition, there is one interesting description in the document.
    "Note: Due to recent changes to the Slack platform, you cannot add the app to newly created private channels or channels converted from a public channel to a private channel."
    The ss_iot channel was created around the end of last month. Is this the reason why I can't set notifications?

    Thanks

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  • Jeff Klein

    So is the feature where you can dedicate a channel to be all the incoming (new, open, updated) tickets now broken in Slack?

    You say:

    "Note: Due to recent changes to the Slack platform, you cannot add the app to newly created private channels or channels converted from a public channel to a private channel."

    Is there any way to get a channel with updates?

     

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  • David Gillespie
    Zendesk Product Manager

    Hi @... - this is probably why you can't receive notifications into this channel.

    Hi Jeff - the notifications feature still works, its certain channels that are broken due to recent changes made by Slack.

    We are actively trying to fix this problem but this requires a re-build of our integration due to it being built on Slack's Workspace apps. We hope to have this fixed shortly, a specific date will be communicated soon.

    Thanks for your patience.

    David

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  • Taketo Sasaki

    Hello @...
    Thank you for contacting us.
    I was relieved to hear that the app was being modified.
    By the way, how can I receive the announcement?

    1
  • Jaap Bakker

    Can create tickets in Zendesk from Slack, but after that there is no communication whatsoever between slack and zendesk (Ticket replies are not shown in slack, slack replies in the threads are not shown in the zendesk ticket) e.g. No communication besides create ticket in zendesk :-(

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for the feedback on the Slack integration. I've captured this as a feature request for the new integration.

    Cheers,

    David

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  • Taketo Sasaki

    Hello.

    When you press "Add Channel" or "Edit Existing Settings" in "Zendesk Support Ticket Notification", the image below will appear and you will not be able to specify the channel.

    I've successfully set up ticket notifications once in this workspace, and I'm still receiving those notifications. However, as mentioned above, it is not possible to add new notification settings or change existing notification settings.

    I have confirmed that the link between the app and the channel has been set.
    Can you give me some advice on how to solve this problem?

    Thank you.

    0
  • Stephen Sherwood

    Any updates around timing on the Slack integration update/rebuild? This Q3? Q4? Into 2022? 

    I need to decide if I should get a different connection setup to handle Zendesk <-> Slack to drive adoption of Zendesk in my org, and it's hard to make an educated decision in the dark. 

    Thanks! 

    1
  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for flagging this, I've raised a ticket on your behalf as we'll need further details to help resolve this problem.

    Hi Stephen,

    We're working on a new release of the app that migrates off Workspace in August. This should resolve some of the bugs we're seeing at the moment. 

    Thanks,

    David

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  • Taketo Sasaki

    Hello @...

    Thank you for creating the ticket.
    But Please tell me about this ticket.
    Is it possible for me to access or check the contents of this ticket?
    Or does it require action, such as sharing some additional information?

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for following up, you should now have a ticket in your inbox.

    David 

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  • Perla Rimmerman

    Hi! Is it possible to integrate two separate Zendesk accounts belonging to the same company into one Slack account? 

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  • Sean Bourke
    Zendesk Product Manager

    Hi @...,

    At the moment, the Slack for Zendesk integration only supports mapping one Zendesk account to one Slack account. I've recorded your feedback, so we can explore the feasibility of this in the future. 

    Sean

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  • Perla Rimmerman

    Thank you, @.... Hopefully this is something that can be looked into for a future update.

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  • Krista

    Hi there , 

    When I followed the steps to configure the settings, Zendesk app did not prompt any notification settings in slack direct message , how to I proceed with the settings ? Thank you 

    1
  • James Johnstone

    It seems like when one tries to edit the app by clicking on 'Edit notification settings' the comment just collapses and the line to the left turns blue.... it refuses to provide notification settings and there is no alternative way, these steps do not work any more - it appears to be broken! Zendesk have raised a ticket to investigate so hopefully it will be sorted soon.

    0

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