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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

Vlad Shlosberg, Where I need help is slack. I want to consider who the message is coming from in Zendesk before sending it to slack OR I want slack to stop posting anything but the original message to the channel and only threading all of the replies. 

Background: We are using Zendesk for external support. Customer emails in, we respond in Zendesk. The only reason slack is involved, is this is low volume and the employees working the queue are not in Zendesk normally. They only go there as needed, so they need to know when new messages or new replies are sent. The current setup with integration from Zendesk to Slack is too cluttered because every new message posts to the channel (this is good and wanted), but also every reply posts to the original slack thread (this is good and wanted), but it also posts to the channel (this is bad and causes confusion).

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Kelli - Option 1 around considering who the message is coming from is possible. I believe Zendesk uses a trigger to send updates to Slack. I believe you can modify that trigger and add additional conditions to check the author of the comment based on your criteria. However, i believe both options 1 and 2 are possible with Zapier - do you use that at all?

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Is it expected that the Slack notifications for updated tickets would post in a thread, but ALSO to the channel?

Is there a way for it to only post updates in the thread?

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I just updated the integration a few days ago, and it seems to work with a small problem. All updates to existing tickets are put in a thread in Slack, and it makes the updates look quite confusing.

The "title", if I can call it that, of each update sent to Slack has therefore two lines - something like this:

replied to a thread: An Open ticket has been updated by Agent A
A Pending ticket has been updated by Agent B

My successor owner of this support system is quite unhappy at the unclearness of it, and I am now being asked to "fix" this behaviour.
So the difference I notice from the old behaviour to the new one is that, in the new one, all new messages are put into these threads in Slack. And this is new. Can it be changed to the old behaviour in some way, so all messages in Slack are independent from each other?

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Kind of a different question for this thread, but which company would be responsible in a data breach? Our legal team is concerned since this is a bit of a gray area with this app.

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I see comment notes referring to "To add the app to a private channel" however I didn't see any reference to this in the article.  Are there currently separate steps needed to add a private slack channel?

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Kristie Sweeney

Zendesk Documentation Team

Envoy The steps to add the app to a channel are the same for all channels (public or private). See Adding the app to a Slack channel. Sometimes comments refer to or link to procedures that have since been updated. 

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Christine Diego

Zendesk Customer Care

Hi Kris Parker,
 
We have created a ticket on your behalf to further check your query about the slack notification. Kindly check your inbox, and we'll assist you from there. 

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Similar request to Perla in 2021: Our organization has a need to connect two Zendesk accounts to one Slack for two separate groups for notifications and ticket collaboration.

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Hey Tom, many are using Foqal for this - https://www.foqal.io/integrations/zendesk you can set up one Zendesk account with the native Zendesk Slack bot, and any additional ones with Foqal. Probably depends on what you are trying to do, but Foqal has a really deep integration with Zendesk and is very flexible, so you can configure it to your use case. Happy to help you walk through it (you can book a quick demo on foqal.io)

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Hello,

Is there a way to have Zendesk send Slack notifications for SLA targets or violations? Currently there are no SLA selections in triggers, and no Slack for Zendesk Support integrations in Automations so I'm unsure how to set this up.

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Binh Du - This page outlines what you need to do to get set up for that use case.

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I saw a comment from back in 2021 where this doesn't work with Slack Connect.  Does this app have the ability now to work with Slack Connect?

Thanks,

Linda

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JR Lausin

Zendesk Customer Care

Hi Linda,

Upon checking Slack integration can work in shared channels (Slack Connect channels).  Here's our documentation on how to set that up:

https://support.zendesk.com/hc/en-us/articles/4408843621530-Using-the-Slack-for-Zendesk-Support-integration#topic_xcj_hd5_1tb

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Hi there, I saw a comment from 2021 where it was mentioned you were looking at being able to edit the notification that posts in Slack after creating a ticket through the shortcut, did I miss this or is it still on the roadmap? I only ask as having the full ticket contents in a Slack message can potentially violate our no customer PII in Slack rules, so it would be a great option to have!

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David Gillespie

Zendesk Product Manager

Hi Adam Martin,

Thanks for reaching out. 

We don't currently have this on the roadmap but I have captured your feedback as a feature request.

Thanks,

David

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It looks like the behavior of this changed when sending messages. Before, the header message was posted as a message and then the body as an attachment, but now everything goes to the attachment. So now every follow-up says "replied to a thread" instead of "replied to <the first message>". This has now become noise to our support team. Can we change this or get more insights into when the integration changes, like a changelog?

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I'm unable to see all of the Slack Channels to which @Zendesk is a member when choosing the Slack Channel in a trigger. I added one this morning, but now I have no access to additional channels.

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David Gillespie

Zendesk Product Manager

Hi Ryan Gino,

Apologies for the delayed response - I've followed up with a direct message to get some more details!

Hi Frank Roberts,

Are you a member of all the channels the app has been added to?

If so, this sounds like something our Advocacy team can help debug as it will require more details. Here's some steps about how to reach out to our customer support team.

Thanks,

David

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Hello.

Since around February 20th, I have been unable to receive Zendesk app notifications on Slack.
I am using Zendesk's trigger feature.

There seems to be no problem with the trigger settings on the zendesk side, but do you know the cause?


No changes have been made to the settings recently.

Thanks

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Thanks for the response David. Being a member of the private channel was needed to see the channel in the trigger. Also, all public channels where @Zendesk has been invited appear in the trigger menu.

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Did an update for this app get pushed out over the weekend and are there release notes?

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道才 晃好 It seems like it requires a header now, where before it didn't. I have the same issue, and adding a header seems to fix it, allthough it ruins all formatting on the messages.

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David Gillespie

Zendesk Product Manager

Hi Jeffrey LeBlanc & Marius,

We released the ability to connect multiple Zendesk accounts to a Slack workspace which also included a number of other changes to the integration. One of these was to migrate off Slack's legacy message attachments to block-kit, and unfortunately Slack doesn't have a direct replacement of the coloured bars in block-kit.

Our recommendation is to use markdown to add emojis within the notification body of your Slack triggers to add the additional colours and highlights to the messages. 

See the GA announcement for more details of the changes to the integration.

Thanks,

David

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I dunno if there's been a recent update to the Zendesk><Slack app but the /zendesk slash command no longer works for me. I'm getting a /zendesk failed with the error "invalid_service”. 

 

The /zendesk create_ticket command no longer works for us. 

 

Support for both slack and zendesk can't seem to help me remove what looks like the stale slack command. Any advice here?

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Does creating a trigger that utilizes the Notify by > Zendesk integration > Slack integration Action now require the Admin role to create?

 

I had a user who created them before but recently was no longer able to do so, or even see the existence of the Slack integration, until I switched their role to Admin.

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I ended up creating a simple bot to solve the two-way sync problem so replies from Zendesk go back into Slack. You can check it out here: https://slacktozendesk.com/

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David Gillespie

Zendesk Product Manager

Hey folks, aploigies for the delayed replies from our side! 

 

Hi Micah Yee - that's correct, the old /zendesk create_ticket command was deprecated and replaced by the simpler /zendesk command. Are you able to confirm that the new command is working?

 

Hi Bill Reed - Yes, they will need to an Admin to create the trigger in Zendesk.

 

Thanks also Ryan for sharing your bot too! 

 

Cheers,

 

David

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The biggest challenge for us with the new /zendesk command is that the info on the ticket created is sent as a DM instead of posting in the channel it was created. This reduces visibility for the team. The current workaround is to post a message in the channel, then create a ticket for the message. Is there a way to make it post in the channel again without the added step? 

 

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Hello,

We have been using the Slack integration with Side Conversations heavily and without issue for the past year, on June 18 our agents began reporting an issue where messages were being duplicated multiple times. for example, an agent would send a side conversation message from a ticket, and that message would hit the intended Slack channel as expected, however, that same message duplicates x times in the Slack channel. This is occurring across multiple agents, different browsers, cache clearing and all the usual tricks aren't solving. I just tried uninstalling and reinstalling the Slack app, and the install page from the Zendesk marketplace seems to be unavailable.

Please help, refer to ticket 12693528 if needed.

@... 

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