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

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105 Comments

  • Casey

    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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  • Brian Ahn

    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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  • Graham Pearce

    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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  • Graham Pearce

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

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  • Jonathan K

    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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  • 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.

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  • Benny Samuel

    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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  • Cesar Jimenez

    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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  • Mads Hansen

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

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  • Anthony Amaro

    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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  • Sean Bourke
    Zendesk Product Manager

    Hi Mads Hansen,

    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
  • Sean Bourke
    Zendesk Product Manager

    Hey Anthony Amaro,

    Thanks for your feedback. To help me better understand your use case, it would be great to know:

    • If you currently use multiple tickets forms in Zendesk?
    • How many different types of ticket forms would be required in your Slack ticket creation?
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  • 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.

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  • Vlad Shlosberg

    hey Anthony Amaro, if you want a bit more customization between Slack and Zendesk, Foqal.io does support displaying different Zendesk forms (or multiple forms) in different Slack channels. Also, keep in mind that those tickets are bi-directionally synchronized - so a message sent in Slack updates the Zendesk ticket and vice versa.

    Here is a page that talks a bit more about the Slack + Zenesk integration if you like:
    https://www.foqal.io/landing/slack-zendesk

    Be happy to talk more about this and give a quick demo if you click the Book a Call button on that page.

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  • 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.

     

     

     

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  • 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.

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  • Kayt Edwards

    Is it possible to connect our company Zendesk to a channel in another company's Slack that we access through Connections?

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  • Marc Howe

    Could someone provide an update on

    https://support.zendesk.com/hc/en-us/articles/4408833756698/comments/4408849222426?

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  • Sean Bourke
    Zendesk Product Manager

    Hey Kayt Edwards,

    Are you referring to utilising Slack Connect channels with the Zendesk integration? What type of functionality would you be looking to enable in these channels? There are some functions which work today and others which are not supported due to compatibility.

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  • Kayt Edwards

    Thanks Sean Bourke we have a third party who does our development for us. We communicate with them via a channel they set up for us which we see under Slack Connections. It would be really helpful to have Zendesk side conversations with them

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  • Sean Bourke
    Zendesk Product Manager

    Hey Kayt Edwards,

    It should be possible to initiate side conversations in a Slack Connect channel, as long as your workspace is the owner for that channel. If the developer/other worksplace is the owner, then the Zendesk App may not have the required permissions to retrieve replies/conversations.

    Regards,

    Sean

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  • robM

    How to configure zendesk slack bot to only send messages when New zendesk tickets are created?
    Can we re-configure the slack bot after installation? It has been very hard to find docs on that.

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  • 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.

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  • Gareth Elsby

    Would it be possible to add an app setting to hide link previews when the app is posting to a Slack channel, please? We're using slack side convos quite heavily in the support team and paste many troubleshooting links in each post. This creates a wall of link previews for each side convo.

    Thanks!

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  • 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

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