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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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David Gillespie

Zendesk Product Manager

Hi Patrick Arrastia

 

Sorry to hear that you've encountered this issue with Side Conversations! 

 

The best course of action is to continue working with our Advocacy team to get this resolved. I can see there's been some conversation and updates from today, they should be able to help identify the problem and escalate to our engineering teams as required.

 

Thanks David

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Sounds good, thanks for the reply @... 

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Hi team,

 

I think the integration could be much better. This is our current experience:

 

As of now we have 70+ groups of agents, and almost each one of them wants to receive a Slack notification in their own private channels every time a ticket is created/updated.

 

To do this, they have to:

1. Contact an Admin.

2. Invite Zendesk app to their private channel.

3. Invite the Admin to their private channel.

4. Tell the Admin what notifications they want.

5. Admin has to go to Triggers and wait for the private channel to show up in the list of channels (sometimes it takes an hour to sync).

6. Wait for the Admin to manually configure the trigger by cloning an existing one.

7. Test it.

 

Imagine this for us, the support team (and only admins), to do it for the 70+ groups, because we can't give them Admin just to do that and we do not want anyone else to access Triggers as there are critical workflows configured.

 

The normal experience (not the greatest but the normal one) should be like this:

1. Any Agent wants to configure notifications for himself/herself or his/her group.

2. The Agent goes to Slack and types /zendesk notify

3. A pop up appears:
3.a. Choose Zendesk instance.

3.b. Choose type of notification (Individual/Channel).

3.c. Choose channel (unless chosen Individual before).

3.d. Choose conditions of event to notify (Ticket created/Ticket updated).

 

If Zendesk app needs more permissions on Slack to do it, that's ok. It's a ticket management tool, it has priority over almost any other thing. There are way less critical tools with way more permissions in Slack.

 

Zendesk really needs to improve this integration. 

Hope this comment helps.

Thanks!

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Is it possible to configure the Slack integration using a single Zendesk account with multiple brands to map to separate Slack Workspaces? When I try to use a different brand subdomain for connecting a Zendesk account, I get an error that the help center for that subdomain is disabled.

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