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Understanding and installing the Slack for Zendesk Support integration



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Kristie Sweeney

Zendesk Documentation Team

Edited Oct 17, 2024


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154 comments

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Sean Bourke

Zendesk Product Manager

Hi @...,

We can certainly get this working again, I've outlined below a few steps for how to investigate and potentially resolve these issues.

Usually when notifications to a channel stop working, it relates to something going wrong with the Target which interfaces with Slack. You can check this by visiting <subdomain>.zendesk.com/agent/admin/api/target_failures and seeing if there are any recently listed Slack failures.

If this is the case, this can usually be resolved by creating a new Slack target. If you type /zendesk settings into a channel in which the Zendesk bot is added and then click 'Change subdomain', the installation flow will recreate all of the associated targets and links. You can then check in /zendesk settings that you existing settings are setup correctly and test this with some tickets.

With regards to the Zendesk App, we have recently released a new Zendesk Bot which works with Private Channels. If you are seeing the Zendesk (Legacy) Bot, then raise a ticket and we can get you migrated. If you're seeing the Zendesk Bot, then all you need to do is browse to the channel you want to configure, type /invite @zendesk to add the bot and then /zendesk settings to configure the settings for that channel.

Hopefully this helps, please let me know if you face any challenges in reenabling notifications for that channel.

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I have been able to connect Zendesk to the required channel in Slack, however I am not receiving any notifications. The notifications I have set up are tickets with the status “ticket created” and in group “All”. However, whenever a new ticket is created in Zendesk (either internally or by a customer contacting us), we don’t receive any notifications.

Am I missing something? Why isn’t our Slack channel receiving notifications?

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Sean Bourke

Zendesk Product Manager

Hi @...,

I've raised a ticket on your behalf, which we can use to investigate this further.

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Hi! 
When will you add the ability to see who's created an internal note from Slack? 
Since the person commenting on a ticket created in Slack might not always have Zendesk access, this poses a problem for us. I would wish that the integration worked both ways so that you were able to see the name of the commenter in Zendesk internal notes and the username of who's replying on Slack. This way the communication would be clear. 

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Sean Bourke

Zendesk Product Manager

Hi @...,

Thanks for your feedback. While the internal note created in Zendesk will be associated to the user who completed the installation (as it is associated to their OAuth token), any internal notes created from Slack should still include additional information including the Slack user's name, email address and the channel they created the internal note from. If this is not the case, please let me know.

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Hi @...
Thank's for answering my question. 
If the additional information is already there, how come that can't be added as the requester? 
Having the person who installed the app's name on every comment/internal note is not optimal. 
It seems like this has been requested over and over again for several years by other on the community. :)

All the best, 
Sadia

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Hi Team, 

I've just started testing the Zendesk app for Slack and I have a difficulty setting up the process of creating a Zendesk ticket directly through Slack. 

My final goal is to be able to send en email through this created ticket directly to a customer.

But what I'm getting in fact is only the ability to create a ticket with an agent as a requester and assign it to the existing agent as well, which looks a bit like a vicious circle since I can DM or tag the same agent in slack to forward the same info. Of course, I can change a requester later, but when the message is sent, the client can see the line saying that the ticket was created from slack+ agent name and channel name. This is really inconvenient and shows up the unwanted info. I showed on the screenshot below. 

Could you please guide me how to set it up properly and get the most of the app? 

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Sean Bourke

Zendesk Product Manager

Hi @...,

The posting of the internal note is currently constrained as it utilises the OAuth permissions provided by the individual who set up the Slack Integration. I've captured your feedback as a feature request which we can explore in future updates to this integration.

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Sean Bourke

Zendesk Product Manager

Hi @...,

Our Create Ticket form in Slack is currently fixed to displaying only a selector for Slack users, as well as posting the Slack Creation notification. I've captured your feedback as something we can explore through our discovery for changes/improvements to our ticket creation form in Slack.

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"The Slack for Zendesk Support is a Built by Zendesk integration that connects a single Zendesk subdomain to a Slack workspace. It allows you to interact with Zendesk Support tickets in your Slack channels."

 

any plans to allow multiple Zendesk subdomains to integrate with a single slack workspace? thanks

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Sean Bourke

Zendesk Product Manager

Hi @...,

Thanks for the feedback on the Slack integration. Support for many Zendesk subdomains in a single Slack integration has been heavily requested.

We're currently investigating a new Slack integration. We will be able to communicate a date when this new integration will be available in a couple of months.

Regards,

Sean

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hey Mike Carroll are you still looking for a Zendesk Slack integration that supports Shared Channels (Slack Connect) - we actually do support Shared Channels and create a bi-directional integration with Zendesk. So when a customer asks a question in Slack, we create a ticket in Zendesk. When you respond in the Zendesk ticket, it goes back to the customer in Slack. Our integration is foqal.io and https://www.foqal.io/landing/slack-connect if you want more help or if you book a demo, ill look out for you.

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So I am getting emails about having to change my HTTP Targets to web hooks -- and I look and see that the only HTTP target is the Slack Integration Endpoint -- which was "Created By Slack App" and is grayed out and not editable (which is fine).

So I am not sure how exactly I should be fixing this before the deprecation date next Feb?

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Jason Schaeffer

Zendesk Customer Care

Hi Steven,
 
Targets created via apps requirements, like Zendesk's Slack integration, are not yet eligible for migration. It is expected behaviour that this will not be migrated at this time. The migration process has some checks to ensure ineligible targets are not converted and will instead be skipped.
 
More detail on why a target may be skipped for conversion is available on the main announcement.
 
Thanks!

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Thanks James - I guess my point is -- why are you sending me reminder emails about changing the targets -- when they can't (or it in this case) can't be changed?  I am wasting time trying to figure out how to do something I can't even do.  

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Jason Schaeffer

Zendesk Customer Care

Thanks for that feedback Steven, the email was sent as eventually all of them will be migrated just for now the Zendesk integrations are staying put. I can definitely share that feedback with out product team.
 
Thanks!

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Hi Sean,

Our Slack Integration Endpoint has recently failed and was disabled due to the amount of failures, the 1st being recorded in Oct 2021 and the last before deactivation being recorded Dec 2021:

From this article, it is noted that the failure of our Slack Integration Endpoint is due to a software update on Zendesk's end - the link to fix this error in the aforementioned article is broken - article no longer exists.

Any assistance to correct this would be hugely appreciated.

Thank you!

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Sean Bourke

Zendesk Product Manager

Hi Casey,

Thanks for flagging this.

The article for manually re-enabling the target is no longer available, however targets can now be reenabled by disabling and re-enabling the Slack app. If you browse to <subdomain>.zendesk.com/agent/admin/apps/manage and toggle the Slack App to disabled, then enabled, the target should become active again.

We are currently working on moving Slack Targets and Triggers to ZIS, which should improve reliability. If you are interested in being a candidate for early migration, please let me know and I'll get in touch.

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Hello

I want get message in two slack channel

Each channel can get other ticket which divided with zendesk tag.

How can I solve this problem 

 

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We find that when a New Ticket is updated and moved to Open that we do not get a message in the Slack channel. All other updates work fine. Is this a known issue?

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Sean Bourke

Zendesk Product Manager

Hi Brian Ahn,

You can define the support group for which each channel will receive notifications. By identifying or limiting the notification settings to the relevant support groups, you can refine the notification types which will be shared in a channel.

At the moment we do not support notification settings by Tags, but I've recorded this as feedback for future consideration.

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Sean Bourke

Zendesk Product Manager

Hi Graham Pearce,

If you open /zendesk settings in that channel and review the existing configuration, do you see the selection of a ticket in an Open state? The integration has a notification set for each ticket state and will only notify for those which are configured.

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All notifications are configured and work, except the first transition from New to Open.

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Hi Zendesk team. 

I wonder if there is a way to activate the notifications about certain tickets for only certain channels in Slack? Ie. We use a ticket field called, say, Billing inquiries and we want Zendesk to send the notifications about tickets with that category to the channel in Slack called the Billing team. Is it possible to set that? I have checked our Zendesk account and it appears like there could be something useful under Triggers but I could not figure that out.

Looking forward to hearing from you. 

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Who do I contact for Slack/Zendesk help? I followed some of the other Community guidelines for how to set up email triggers when a Slack is responded to, but those triggers are not working. I followed the examples pretty closely if not identically. In certain cases, I'll get an email when I respond to the Slack I initiated within Zendesk (so if I write from the Zendesk ticket out to the Slack channel, I'll get an email, but I don't get an email when Slack responds back.  Is this a Slack issue (and so I have to contact Slack) or is this a ZD thing? 

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Sean Bourke

Zendesk Product Manager

Hi Benny Samuel,

I've created a Zendesk ticket from your comment for follow-up.

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Can you please provide guidance on how to stop this app from using my account to leave internal notes on tickets? We'd like to change the account used by the app to a different account.

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Sean Bourke

Zendesk Product Manager

Hi Cesar Jimenez,

Appreciate that this behaviour isn't ideal - we're looking into it. At the moment, internal comments are posted as the user who has completed the Zendesk Slack App authentication/setup.

If you'd like to change this to another user or a placeholder, you complete the Change Subdomain setup from /zendesk settings in Slack and authenticate/grant permissions as another user. 

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@...
Hi, any new on the Shared Channel feature in Slack?
As mentioned by @... https://support.zendesk.com/hc/en-us/articles/4408833756698/comments/4408849248666
 

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Can we change the zendesk form in the slack channel? I'd like to set a specified form to be filled out versus a generic one.

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