Using Slack in side conversations

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14 Comments

  • Murat Ozcelik

    Hello all,

    I would like to ask a question about @mentions. I don't know whether I missed something about @mentions but actually I use it normally. My problem is, it doesn't work for the all users. 
    When I would like to tag someone I just use the email address registered to slack for a specific person. For example, if registered e-mail address is "name@domainname.com", I use "@name" to tag someone. Even though I am able to tag 90% of slack users, it doesn't work for some of them. What could be wrong?

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  • Remi Saumet
    Zendesk Customer Care

    Hi cx-murat.ozcelik,

    Thank you for your post, hope you are doing well today!

    Unfortunately, as explained in the article above, Slack @mentions are not supported, but you can include @here to notify everyone currently logged in or @channel to alert every member of a channel.

    If you need to know more about the @mentions, please feel free to have a look at the Slack documentation about this : Use mentions in Slack.

    Besides, if you would like to submit a feature request, I encourage you to share this here : Product feedback topics.
     
    If you have more question or requiring assistance, feel free to reply to this thread, and I'll be glad to help.

    Have a great rest of your day.

    Best regards,
     
    Remi - Customer Advocate
     
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  • Molly Katolas

    We love this feature and use it daily, but we're seeing that the connection breaks occasionally. We've had it happen (and resolve itself) twice in the last week or so. The agents get an error saying "The Zendesk for Slack app hasn't been invited to any Slack channels".  Anyone else have this issue? Anything I can do to prevent it? Not sure what's triggering it, and it resolves itself within 15 mins or so. 

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  • Zachary Karr

    Would it be possible to add a feature where the "Send in channel" is an option with the Side Conversation via Slack? This would really help with "bumping" a thread in Slack that might have been lost in the fray.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Zachary, since this is a product feedback suggestion, ​would you mind reposting it in our Feedback on Support topic, along with some additional details. There are some guideline about how to write an effect product feedback post here: Product feedback guidelines & how to write a good feedback post

    Thanks!

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  • Mirek Kokeš

    Hi @...,

    Is this the correct feature requests to upvote in order to have the Slack @mentions integrated in the Zendesk side conversation? https://support.zendesk.com/hc/en-us/community/posts/1260803114110--mention-slack-user-functionality-on-Zendesk

    In addition, there is a typo in your documentation, there should be 2 words.

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  • Jeremy Watkin

    How long does it take for a newly invited Slack channel to become available in side conversations? I believe I've properly invited it but it doesn't show up in the dropdown list.

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  • Dave Dyson
    Zendesk Community Manager

    Hey Jeremy! Some changes in Zendesk require the browser tab to be reloaded, have you tried that?

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  • Jeremy Watkin

    Thanks, Dave! I did try that and the channel still isn't showing up. Is there a chance that side conversations is limited to 6 Slack channels in the dropdown? That was my other theory. If that's the case, I think we can work with it but it would help to know.

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  • Amjid Khan

    Is there any significance of the 'Mark Done' on the Zendesk Slack conversation? Does it do anything, does the conversation become archived or anything or can you Reopen it whenever?

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  • Amjid Khan

    Also this is a long shot but would this be possible to do via Zendesk App? As once we have a certain flow we want to use for our business, the fact that Zendesk App doesn't allow it doesn't help.  This flow needs to be used out of hours or on weekends when someone may not be sat at their laptop to initiate the slack conversation?

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  • Gab Guinto
    Zendesk Customer Care

    Hi Amjid,

    Clicking on the 'Mark done' button will simply flag the side conversation thread as done. You can still reopen it anytime as long as the ticket is not yet closed. About your other question – I'm afraid side conversations are not accessible via the Zendesk mobile app. At this time, you'll only be able to read and reply to side conversations in a ticket through the browser.

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  • Marci Abraham

    This looks like an awesome feature. I have two questions to which I'm not finding an answer:

    1) We are using Slack free version, where old messages drop off after reaching the 10K limit. After those messages drop from view in Slack, are they still visible in the ticket side conversation? Most of the time we aren't going to care 3-6 months later, but there may be some cases where the side conversation from Slack would still be relevant and important to see.

    2) Do side conversations work with threads and only with threads? I'm picturing starting a side convo, then someone replies in the same channel, but NOT in a thread. I don't see how Zendesk would know it was part of the side convo if it was not in a thread, since the next message in the channel could be about...anything. However, I'm also considering that if someone neglects to answer in a thread, their reply will not be in the side convo which would defeat the purpose if we have to go check Slack to see if everyone is doing it right :)

    Thanks in advance for any feedback or thoughts on that.

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  • Gab Guinto
    Zendesk Customer Care

    Hi Marci,

    Messages added to the side conversation thread won't be deleted from the ticket. Even when Slack deletes or archives the messages in your workspace, you should be able to check back on them via the side conversation in the Zendesk ticket.

    On your other question – you are right, a message or reply must be sent to the actual thread in Slack for Side Conversations to be able to pull them into your Zendesk. Comments made to the channel, outside the thread, won't be added to the ticket in Zendesk.

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