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Using the Slack for Zendesk Support integration



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Kristie Sweeney

Zendesk Documentation Team

Edited Jun 21, 2024


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102

102 comments

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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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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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,

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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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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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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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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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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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Hey @...

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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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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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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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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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 G & 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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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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JR Lausin

Zendesk Customer Care

Hi Matt,
 
Upon checking on the ticket it seems your reinstalling the app restored the functionality. Rest assured that the agent will get back with you to assist you further with your additional concerns as this is best handled on a ticket.
 
Sincerely,

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The following is from a Zendesk Support Ticket (#12391093) that I opened with your support team. I was told to upvote this issue on this page and add my use case here. The following information was typed by the Zendesk support agent Tony Rodriguez. I just want to make sure this issue does not go overlooked & unresolved. I was told that this issue is being worked on by the product team but I want to ensure we receive an update when it is actually resolved. 

  • We shared your screen and you were able to show me that your ticket creation shortcut, which allowed your end users to highlight text and then use a shortcut to paste that text into your ticket form was throwing an error
  • Previously that function would bring up a form with the highlighted text already part of the ticket form and then ultimately you could submit a ticket into Zendesk using this function
  • You also pointed out that previously it seemed this was a singluar shortcut, but now if you start typing out the /shortcut you actually get two choices, instead of one
  • We posited that the inoperable function was the one that had always been used, and the new function if typed out was the working function
  • You additionally pointed out that even this new/working / function did not autocomplete when typed out, but instead only placed /zendesk instead of /zendes create_ticket as previously used, requiring your end users to then type the rest
  • When the entire / shortcut described above is typed the ticket form does pop up, however this does not allow for the previously-mentioned highlighted text function either

I promised to write this re-cap and to additionally do some digging to see if this is a known issue or broader known incident

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Daniel Dallimore

Zendesk Luminary

Has there been a change to the integration? Previously this would show a in the Slack channel the ticket was raised from, now this only shows a notification in the Zendesk app on slack rather than the channel.

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Hello,

Echoing below, I see that the Slack for Zendesk app has changed again this week. Wondering if it's intentional for the app to no longer post the ticket creation using the global shortcut (now changed to /zendesk) in the channel it was created in, or if it's a bug.

Your FAQ in this document mentions:
If I create a new ticket from Slack, can other users on the channel see it?

Anyone in the channel can see tickets created in the channel.


This is not currently happening and only reflects if the requester did not use the shortcut/form, in which the existing Slack message can manually converted into a ticket by selecting the Create a ticket action in the More actions menu.

 

Please advise. Thank you!

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Hi, 

 

Checking in on the custom form support… this is critical for us, as we don't want jsut the description, but further important fields for us in the support team… 

Any news on that?

Has anyone set up a new custom slack integration and can post a quick tutorial?

 

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