Using the Slack for Zendesk Support integration

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41 Comments

  • Bobby K

    Any update on custom ticket forms?

    2
  • Kyle Kelly

    Hello Sean Bourke and David Gillespie, is there any update to the custom fields in slack when submitting this form?  its been about a year since David's reply

    2
  • Sean Bourke
    Zendesk Product Manager

    Hi Bobby K and Kyle Kelly,

    Thanks for your feedback. It would be great to understand some additional information regarding how you are using custom forms today, as well as how your users/customers are creating tickets from Zendesk. I will share a private message to connect.

    1
  • Mohammad Shujaat

    Hello Zendesk Team, 

    is it planned to allow for different forms to be selected when creating a ticket in Zendesk via Slack? 

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Mohammad Shujaat,

    The team is currently working on significant improvements to Slack notifications and the admin experience. Similar to my earlier response, it would be great to connect and understand how you are using forms in Zendesk today. I'll share a private message to connect.

    0
  • Bryan Collins

    Is there a way to notify a user in Slack either via a channel or DM when they've been assigned a ticket?

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey Bryan Collins,

    At the moment we support channel notifications based upon support group assignment. We are working on some improvements to Slack notifications which should support more refined notification criteria (i.e. individual assignees), however this is likely to still only support channel notifications.

    Once we have more information available, I'll update this thread.

    0
  • James Delmerico

    Sean Bourke  we'd like our customers using shared Slack channels to be able to create Zendesk support tickets directly but either define a single assignee group per channel the ticket gets assigned to (and remove it from the form) or limit the number of groups available.  Is this possible?

    0
  • Sean Bourke
    Zendesk Product Manager

    Hey James Delmerico,

    We're working on adding the ability for external customers to open the Zendesk Create Ticket dialogue in Slack. As this currently lists all of the assignable support groups (and there may be some which are internal), we're limiting visibility of this for external customers. If you have organisation mappings established for these customers, you can establish default assignment groups for these customers. 

    0
  • James Delmerico

    Thank you Sean Bourke.  Is there a target availability date for this capability?

    0
  • Mia Galletes

    Hi. Is there a way to make the originating Slack message an internal note instead of an external one?

    0

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