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

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105 Comments

  • T.J.

    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.

     

    8
  • 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

    3
  • Perla

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

    3
  • SUPPORT_PORTAL

    The Slack integration is a very valuable feature for us. Especially ticket side conversations are a feature we often use. Unfortunately though, it's currently only possible to address entire channels through side conversations. We'd love to also address individual users in Slack side conversations. We often need to clarify topics in the context of a ticket only with individual users. Not with entire channels. Is this a feature which could be added to the Slack integration? I imagine it might be a rather popular use case. I'd also be available to provide details on our use case if desired.

    2
  • Perla

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

    2
  • Dave Dyson
    Zendesk Community Manager
    Hi Naledi,
     
    You can get pretty close with the above instructions -- in step 5 of the configuration instructions above, there's a drop-down list that lets to select when notifications are sent, and you can select updates to pending, solved, or on-hold tickets. To get updates for when a customer responds to a Closed ticket, that would be included under "Ticket is created" (since that's what happens in that case), although that would also send notifications for brand-new tickets as well.
    1
  • Sean Bourke
    Zendesk Product Manager

    Hi @...,

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

    1
  • Sean Bourke
    Zendesk Product Manager

    Hey robM,

    Notifications can be configured via the /zendesk settings command from within Slack. Under the Zendesk Support section, you will have the option to Add Channel and if you already have some channels configured, you'll see the Edit Existing Settings option.

    Within this, you can select the option to only display notifications when a Ticket is Created for a support group.

    1
  • Ronald

    I'm a Zendesk admin but not a Slack workspace admin...I've inherited a new Zendesk that already had the Slack integration setup. Hoping somebody can help clarify:

    "The Slack ticket trigger" is read only. Is this trigger required to be exactly as currently configured or can this be configured from the Slack app setup?

    The trigger is setup to fire upon ticket creation or ticket update. I'd really rather not send the request to Slack upon ticket update because as far as I can tell we don't post any of the update messages in any Slack channel (and I can't imagine any scenario we will need to). Besides, I would prefer to simply build another trigger entierly to congifure specific conditions for when to post an update to Slack from on the Zendesk side, rather than send everything to Slack and then set the conditional logic for what to do on the Slack side.

     

     

     

    1
  • Rudolph Beaton

    How can I stop this app from using my account to leave internal notes on tickets? I'd like to change the account used by the app to a different account.

    Thanks!

    1
  • Sean Bourke
    Zendesk Product Manager

    Hi Mads, Proventic,

    We are currently working on some enhancements to the existing Slack integration which will enable support for external customers to create tickets in Slack Connect channels. More information will be available soon.

    1
  • 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?

     

    1
  • 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. 

    1
  • 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
  • James Molina (ENVOY)

    Can the integration limit which channels in a slack account are able to create a ticket or does it have to be all channels within an account?

    For example if we have multiple Slack channels but only want ticket creation to be available for the 'Support" Slack channel is that possible?

     

    1
  • 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.

    1
  • 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
  • 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? 

    1
  • Anthony Amaro

    Sean Bourke We have 6 forms at the moment. I'd like to have 2-3 forms available inn the slack ticket creation.

    1
  • Sean Bourke
    Zendesk Product Manager

    Hi Jonathan K,

    The Trigger/Target combinations created by the Slack App are non-customisable, as they are primarily utilised to inform the integration of when a ticket is created or modified.

    In your circumstance, it may be appropriate to utilise Support Groups as a differentiation between these teams and their channels. When establishing a notification configuration in Slack via the /zendesk settings command, you can select one or more support groups for which to limit notifications for that channel.

    1
  • 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
  • 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

    0
  • 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

    0
  • 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!

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Ronald,

    At the moment, all notifications are configured in Slack via the /zendesk settings command. The app-created trigger is utilised to inform the integration of whenever a ticket is created or updated - so that a notification can occur if required. As such, it cannot be modified.

    We are working on some significant enhancements to the Slack integration and one of the things we're looking to improve is the flexibility to define broader criteria for Slack notifications.

    0
  • Brandon D.

    Hey everyone, 

    I've recently installed the Zendesk App within Slack and have been testing it for a few days. I'm only interested in getting slack notifications Upon Ticket Creation and this has worked for the majority of tickets we've received recently. 

    However, I've started to realize that a handful of tickets are not making their way into Slack, even though I can see the default Slack App trigger firing in the event history. 

    The common trend these tickets share is being created using the same Ticket Form through our Help Center and all being marked as High Priority (based on our triggers). 

    To note, I've tested other Forms on the Submit a request page, and they work fine!
     
    We also only have one group defined in our Zendesk instance, so it shouldn't be a configuration issue in Slack where the group was not selected.

    Is there any reason why one particular form or priority level would be excluded like this?

    TIA!  

    0
  • 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.

    0
  • 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.

    0
  • 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!
    0
  • 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

    0

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