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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 comments

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David Gillespie

Zendesk Product Manager

Hi Michi Moskovitz ,

 

We don't have any update on custom forms for the Slack integration. It isn't currently on the roadmap but I've added you're name against the feature request.

 

Thanks,

David

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Is there a way to merge the Slack thread from a ticket to another ticket when the ticket is merged?

For example
Ticket ABC has been merged to ticket XYZ.  I would like to also merge the Slack thread from ABC to show as a thread in XYZ.

 

Thanks

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Hi,

Is there a way to display the Slack channel name within the created ticket in Zendesk? We have three Slack channels connected to Zendesk, and our agents would like to know which Slack channel each ticket originated from.

Thanks!

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Chris Drylie

Zendesk Product Manager

Hi Elisa 

Thank you for your question

You should be able to achieve this via triggers and tags. You can even add the channel name as tag or redirect it to a view for that channel.

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Chris Drylie

Zendesk Product Manager

Zakiyyah Muhammad  

At the moment you cannot merge the thread, however this is something we are interested in and will be reviewing for a future roadmap

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Can you configure the name of the zendesk user that shows when adding internal notes directly from Slack. Currently when I add a note from a private message it is coming up the admin for zendesk. We want it to show as the specific worker that added the comment. How do I configure this?

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When trying to @ a user when creating an internal comment from a slack channel, when it shows in the actual Zendesk ticket, the user's name doesn't populate, only random characters. For ex:  @U03VCFKNZB0.  Does anyone have any insight on this?  Thanks

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Any update on custom ticket forms?  We need this feature to comply with help center user form.

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We would also like the ability to customize the ticket forms available in Slack. The main reason being that we would like for our CSMs and AEs to be able to create tickets with their customer as the requester, but there are other benefits as well.

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Ditto the above comments: do you all plan to support customized create-ticket forms in the Slack integration?

We invite customers to support channels within our workspace, and would like the ability to customize the fields available.

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Hi there, a piece of feedback. It would be great to have the option to customize the ticket fields on the “create a ticket” in slack. 

Another would be the capability to add attachments when creating a ticket in Slack, especially for instances where an attachment or screenshot is critical when trying to troubleshoot a support issue. Happy to elaborate more on this as this is a major weak spot for my at this time. 

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Is it possible to create a ticket with certain fields populated or with a form selected knowing the form or field ID and using workflows or automations from Slack? Because I cannot see a way to select or add this information when creating a ticket by using the /create_ticket command.

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