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

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101 Comments

  • Priya Muthukrishnan

    Hi,

    Is it possible to enable the option to "Create a ticket" or "Add an internal note" from only specific slack channels instead of all the channels?

     

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  • Hanna Gesar

    Hello! Is it still not possible to get ticket updates to Slack threads when using the Zendesk <> Slack integration? Our users are only using Slack for support and we would like to have one source for them to receive ticket updates and such as well but can't find a way to solve this 

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  • Sean Bourke
    Zendesk Product Manager

    Hey Priya Muthukrishnan and James Molina,

    As these behaviours are associated to Slack Shortcuts (the drop down list), they cannot be limited to specific channels, however Slack may soon support this functionality. It would be great to understand this a little more - would you only want the shortcuts available in channels where the Zendesk app has been added, or a more specific subset of channels?

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  • James Molina

    @Sean Bourke We have clients that want to limit the channels that End Users can create tickets within.  Often this happens with internal support workflows so there are many channels within a company for different purposes but they want to limit ticket creation to a single "support" channel.  Not everyone has access to all channels and this helps focus conversations by channel.

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  • Lindsay Alaimo

    We have been using this app for years and it's worked great for 1 slack channel updates.  We recently tried to use the app to post to 2 different channels in 1 slack workspace and it appears that we can't customize the app to post different tickets to the different channels. Is there a way to do this?  

    Example:  #ticket-notifications: This should post tickets that are new or updated for our advanced support team.
    #solved-by-basic: This should post tickets that are solved by the basic support team. 

    Thanks! 

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  • Ronald

    Hi Lindsay Alaimo 

    Good question! I believe currently the only way to post a notification to a specific Slack channel is based on ticket group assignment condition in the Zendesk for Slack application settings. I'm currently posting Slack updates for every single ticket created to one channel #zendesk-tickets and tickets that were assigned to a specific ticket group only are being posted to a different specified Slack channel #level-2-tickets

    I think you'd be able to accomplish what you want as it sounds like your tickets are being assigned to specific ticket groups which could be mapped to corresponding Slack channels.

    I believe ticket group is currently the only condition that can be used to point a notification to a different Slack channel. Which is a limitation I'm eager to see addressed. But it sounds like you can do what you need to do with the integration's current capability.

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  • Lindsay Alaimo

    Well, that's exciting!  Because I was changing the group, this did work for me.  Though, It was not clear that it would when setting it up, which is why I reached out. Thank you Ronald for the quick response and helpful information. 

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  • Ronald

    Lindsay Alaimo I agree it's not clear at all and I don't like the way the notification configuration is done within the Slack app command and how the Slack webhook is posted to Slack for every single ticket update.

    I would personally like more control over this integration from the Zendesk side. Send the webhook request to Slack based on any of the normal trigger conditions and post to different Slack channels or even DM specific Slack users based on any of the normal ticket conditions such as custom field values or assignee.

    A few months ago Sean Bourke alluded to improvements to the Slack integration. I'm interested to see what that ends up looking like.

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  • Kiran Mehta

    How can I get the organization name to show up in the slack channel integration?

    Using the default "Slack Ticket Trigger" - we are able to get basic information of a new/updated ticket to show up in a slack channel. I would like to have some additional fields to show up in slack as well e.g. organization name.

    The default "Slack Ticket Trigger" is not editable. So I created a new trigger that posts to the slack endpoint. In the JSON payload, I added the:

        "organization_name" : "{{ticket.organization.name}}"

    as recommended in the "supported placeholder" list.

    I do get a new slack message every time this trigger is activated, but I still don't see the organization name in the slack message.

    Trying to configure slack's /zendesk settings doesn't provide any options for selecting which fields to show.

    Recommendations?

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  • Megha Joshi

    Hi! Are there any plans to release an update in 2022 or 2023 for there to be multiple ZenDesk instances be active in Slack -- we're running into an issue where our IT team, HR team, and a Product are all needing to use the ZenDesk<>Slack integration.

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  • Vlad Shlosberg

    Megha Joshi - What a lot of companies do if they need to support multiple Zendesk instances is use the native Zendesk<> Slack integration for one of their teams and use third party integrations for others. For example - Foqal 100% integrated with Zendesk and is often used by IT and HR teams to bi-directionally synchronize tickets between Slack and Zendesk. Check out:

    Zendesk Integration: https://www.foqal.io/landing/slack-zendesk - (skip video to 00:35) 

    Generally about support: https://www.foqal.io/solutions/helpdesk

    Hope this helps

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