Using the Slack for Zendesk Support integration

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16 Comments

  • Mat Kelley

    I have just tried to integrate this - in slack however there is no drop down menu for chosing channel. What am I missing?

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  • Thomas Verschoren
    Community Moderator

    Hey,

    Reading through the documentation I see this note:

    Only channels that the Zendesk app has been invited to appears in the drop-down options. To add additional channels, see To add the app to a private channel and To add the app to another public channel.

    Might this solve your problem?

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  • Tyler Tew

    @... see you've made a few comments in the past about a new integration. I've got a couple of questions on that.

    Will this new integration support custom ticket forms? The ability to ensure that certain details are always included in tickets/requests would be appreciated.

    Is this new integration in the works currently? If so, can you share what sort of timeline you're aiming for?

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  • David Gillespie
    Zendesk Product Manager

    Hi @...,

    Thanks for reaching out.

    We are looking at ways we could surface a custom ticket form in Slack in the new Slack integration. Unfortunately we're still working through our solution and scope so I can't give a definite date or confirmation for when this will be ready, but we are looking at it. 

    Thanks,

    David

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  • Jeremy Smythe

    I've run into an issue when doing Create a ticket, I choose the group I want (only have 3) but it seems all the tickets are going to the Default group. Create a ticket shows all 3 groups. But everything is getting assigned to Default. 

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jeremy,

    I would suggest that you reach out to our Customer Support so we can take a closer look into your integration and check what could have possibly assigned the ticket to the default group instead of your desired group.

     

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  • Casey

    Hello,

    Is there anyway for the ticket created via the Slack Channel and it's comment to automatically post as an internal note as opposed to a public comment?

    Thanks.

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  • Jan DG
    Hi Casey, 

    The native Zendesk-Slack integration does not offer the functionality of setting the first comment as an internal note on new tickets. Here are some alternatives:
     
    1. You can manually switch the comment into Internal Note in the UI once the ticket is created, Changing a ticket comment from public to private (standard agent interface). Or if you use Agent Workspace, you can go into Events and Convert to internal note is available per comment. Here's how it looks:

       
    2. You can check third-party integrations like Zapier which could have features specific to what you need.

    We'll definitely send a word out once such a feature becomes available so stay tuned. 😁️ 
    1
  • Paul Kiersey

    It'd be great if you could make the Assignee field a mandatory field instead of optional. I've raised this with Zendesk Support who advised it's not possible.

    Some of our teams will create support tickets through Slack on behalf of a client, and sometimes they'll forget to specify an Assignee in error, which leads to the ticket ending up in a limbo state until someone identifies it and assigns it to the appropriate support Group.

    We can't resolve this via a Trigger either, because we have multiple support Groups based on different geographical regions, so there's no one-Group-fits-all when it comes to tickets logged through Slack.

    At the moment, we've had to create a View that displays tickets with a null Assignee field, and we reassign those tickets manually, but ideally it'd just be possible to choose whether the Assignee field is mandatory or optional.

    1
  • Sean Bourke
    Zendesk Product Manager

    Hi Paul Kiersey,

    Thank you for your feedback. We're working on some improvements to our Slack integration and I've recorded your feedback for consideration.

    1
  • Louis

    Is there any way to automatically tag a user while creating a Zendesk from Slack? Example: you want an admin on Slack to see all Zendesk tickets created with the integration

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  • Sean Bourke
    Zendesk Product Manager

    Hey Louis,

    Thanks for sharing this feedback. In suggesting tagging a user, do you mean referring to that user's Slack account (i.e. a link to that user) as opposed to using the user's name?

    While it's not possible to view all tickets in Slack, this can be achieved in Zendesk. Any tickets created via Slack will include a created_from_slack tag, which can be used in a view or reporting.

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  • Jason McLean

    Hi Team, 

     

    I am looking for something a bit different so not sure if this is the right place to post it. 

    Basically, we have created an internal knowledge base for staff and we want to open this up to non-agents, partners etc. We can just set the permissions to signed-in people as some of the content can't be shared with customers. 

    The idea is to be able to invite people to a slack channel that people can post a question and it would surface the best answers across the entire helpcenter (both external and internal) to try and reduce the same questions coming in.

     

    Does anyone have any ideas on how to do this? 

     

    Thanks,

     

    Jase

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  • Sean Bourke
    Zendesk Product Manager

    Hi Jason McLean,

    Do you currently utilise Segments or Labels to differentiate these agent vs non-agent articles?

    At the moment, we only support the ability to define Answer Bot articles based upon the Brand. I've recorded your feedback (regarding deeper filtering in AB) and as we progress with enhancements to the Slack integration, we will keep it in consideration.

    Regards,

    Sean

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  • Jason McLean

    Thanks for the quick reply Sean Bourke

    So there isn't really a way that you know of currently to be able to do a search directly from slack that would be able to view articles? More so just using AB to surface the top answer it thinks fits? 

    Regarding Labels, we are going through the process of labels however I don't think this is not going to resolve the issue because it will just prioritize the labels whereas we want it to prioritize based on the relevance of content. 

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  • Sean Bourke
    Zendesk Product Manager

    Hi Jason McLean

    The Answer Bot Search from Slack will identify any questions and search for any articles which may help, based upon relevancy. The article text is listed and a link to the help center page is provided. The requestor can then also respond, suggesting the article was relevant and helped (marking the question as solved), or was not helpful, loading the next most relevant article.

    Regards,

    Sean

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