Using the Slack for Zendesk Support integration

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86 Comments

  • Hermine Ø. Krey

    Is there a way where the zendesk-ticket answer don't get automatically ticked with "Also send to 'channel name'" when a reply comes in? It makes things very difficult to keep track of instead of it only being reply in a thread.

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  • Laurie

    Is there a way to disable the ability to Create a ticket from Slack in this integration? I don't want that ability enabled for all Slack users and would rather not use this functionality.

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  • Dane
    Zendesk Engineering
    Hi Tom,

    The create a ticket option in Slack is just for plain text format.

    Hi Laurie,

    All current users have the capability to create tickets. Unfrotunately, the integration does not have the option to restrict it to specific users.

     
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  • Bryan Siders

    Any way to get this to work with multiple Zendesk subdomains connected to one Slack subdomain? We support multiple companies.

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  • David Gillespie
    Zendesk Product Manager

    Hi Bryan Siders,

    Thanks for the feedback! Unfortunately our integration doesn't support multiple Zendesk's connecting to a single Slack subdomain, but I have captured your request for this feature.

    Thanks,

    David

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  • Slava

    Hey all.

    Can we turn off the possibility of creating tickets from slack?  Notifications from zendesk to slack are the only thing we need. 

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Slava,

    Thanks for your question regarding turning off the ability to create tickets from Slack to Zendesk.
    Unfortunately, once the integration is installed, it´s not possible to change it to remove or inhibit its main feature.
    We have captured your request for this feature.
     
    Thanks,
    1
  • Fergal Collins

    We have a fully integrated ZenDesk/Slack setup using Tines, you can find details of it here https://www.tines.com/story-library/1128944/monitor-respond-to-slack-queries-from-external-users-respond-using-zendesk

     

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  • Kevin Froleiks

    Is it possible to have every ticket created through the slack api to be private comment? We wouldn't want any of the info submitted to be customer facing.

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Kevin Froleiks I see you have raised a ticket with our Support team regarding the same concern, our advocates will check this for you and update you via that ticket to learn more about your use case. Thanks!

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  • Nicholas Bowker

    I want to include a link to the attachments in a ticket submission to the notification in Slack.

    I have tried the following, but there is no file name or clickable link when testing.

    Attachments:

    {% for attachment in ticket.public_comment_attachments %}
    - [{{ attachment.filename }}]({{ attachment.content_url }})
    {% endfor %}
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  • Rosana Jimenez

    In the FAQ it states: You cannot currently edit ticket fields in Slack, but they can be edited from your Zendesk Support account.

     

    How do you edit ticket fields in Zendeks Support account? 

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  • Sabra
    Zendesk Customer Care
    Hi Rosana! When viewing a ticket in your Zendesk Support account, you'll see ticket fields on the left hand side of the screen. Assuming your user has the correct permissions, you can edit these field values for the ticket simply by clicking on the field you want to edit. 
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  • Stephen

    Hi, is there anyway to create a Slack channel from Zendesk?

    For example, as part of our incident management process, we create an internal Slack channel - it would be great to create a Slack channel directly from a ticket via a Macro.

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  • Christine Diego
    Zendesk Customer Care
    Hi Robert, 
     
    Unfortunately, this is not possible in our current integration with Slack, these are the only available features at the moment About the Slack for Zendesk Support integration.
     
    But I would encourage you to post this as feature request in our feedback forum. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.  
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  • Bobby Koch
    Zendesk Luminary

    Will there be an update on the functionalty in this integration soon?

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  • David Gillespie
    Zendesk Product Manager

    Hi Bobby Koch,

    The major item the team are working on is allowing multiple Zendesk accounts to integrate into the same Slack workspace. This is under development at the moment and will be released in the first half of 2024.

    Along with this we'll be making some other updates to the UI and user experience of the integration to make it easier to use the main features of the integration.

    Are there any specific updates you're looking for?

    Thanks,

    David

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  • Paul K

    Hey David Gillespie

    It would be ideal if you could make the Assignee in the Slack integration mandatory. I mentioned it in a previous comment in this thread along with the reason why - https://support.zendesk.com/hc/en-us/articles/4408843621530/comments/4413184443802

    This would be an additional ask, but the ability to allow a configurable/restricted list of Macros in the Slack app would also be absolutely amazing. We use Slack integration as a means for our internal non-support teams to log a support ticket on behalf of our customers. Oftentimes, along with the Assignee field being left empty, the ticket won't contain enough information, which leads to the support agent having to go back to the person who raised the ticket to get more info (which results in a delay for the customer). Being able to create some Macros that are only applicable in the Slack app would mean our non-support teams would know exactly what info they need to apply based on a template, and it would also be easier for new-starters to use for that same reason.

     

     

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  • Kasra Azodi Deylami

    Question regarding tagging POCs using their Slack Handles. When you're in a ticket and you create a side conversation in Zendesk through the integration and select a channel, you're sometimes able to @ a person Slack handle and when you submit the conversation, it'll tag the person in the Slack thread but sometimes it doesn't tag them (even if their handle is correct). Any idea why this might be or what the solution is? 

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  • Mike DR
    Zendesk Customer Care
    Hi Kasra!
     
    I have created a ticket for this, will work with you there!
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  • Elisha Sand

    Hi there! 
    I am interested in creating a Slack automatic workflow that will create a Zendesk ticket when a specific message/ reaction is used in a channel. 

    I set everything up yet when I try to run my automation, the ticket creation fails with the following message:
    "Create a ticket — The service used for this step isn't available." 

    Is this functionality available? 

     
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  • Joacim Bengtsson

    Hi, the Zendesk app in Slack is no longer working for us since yesterday.

    The interface for the "Create a ticket" message shortcut has changed and is now showing another field called "Select a Zendesk subdomain" where our subdomain is prefilled. When searching for a Zendesk group for the Assignee field, we get "Nothing could be found".

    When using the /zendesk create_ticket command the interface looks like the classic view where we don't see the "Select a Zendesk subdomain" field and the "Assignee" field is working fine (showing Zendesk groups without having to search, but also working if we do search for a group).

    Could you please advise?

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  • Mikey Gabriana

    Hello,

    We are also experiencing a new issue with the Zendesk app in Slack since yesterday.

    When performing the following action, the ticket is no longer added to the original Slack thread creating more noise in our Slack channel.
    "You can convert an existing Slack message into a ticket by selecting the Create a ticket action in the More actions menu of the message."

    Please advise. Thank you!

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  • David Gillespie
    Zendesk Product Manager

    Hi Mikey Gabriana & Joacim Bengtsson!

    Thanks for flagging these issues! 

    The team made some changes this week in preparation for the upcoming release of multi-instance support for Slack. There were a few unforeseen issues which we are working to quickly fix, and I'll post an update once we've resolved them.

    Cheers,

    David

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  • Matt Davis

    We are also now experiencing problems with the integration - all our trigger notifications suddenly stopped working at precisely 9pm ET on 2/20 and have not returned.  We have Support ticket #12369493 open but have not received any advice besides a request to reinstall.

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