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Using side conversations for Slack



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Lisa Kelly

Zendesk Documentation Team

Edited Jan 27, 2025


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48 comments

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Heather Rommel!

Not at the moment. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback?

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We are experiencing an issue with regards to replies from slack to Zendesk. Slack replies are not appearing on Zendesk. 

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Lisa Kelly

Zendesk Documentation Team

Hi Luis, 
Did you make sure the Zendesk app was added to your Slack channel? Otherwise, Slack cannot communicate with Zendesk. See Adding the app to a Slack channel.  If that still doesn't fix the issue, contact Zendesk Customer Support, so they can help you. 

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Hi Lisa Kelly
Our agents sometimes initiate a conversation in Slack before creating a ticket in Zendesk. Is there a way to associate such conversations or posts in Slack with the corresponding Zendesk ticket, so that they appear as a side conversation in the ticket?

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If we mark the Slack Side Conversation as done, does that mean that any additional replies to that slack thread in slack, will not show up in the side conversation in Zendesk? The reason I ask is that we have the setting set up to re-open side conversation every time there is a reply. If the conversation continues in slack, but is not necessary for the Zendesk ticket, I wouldn't want the side conversation to continue opening up that ticket every time someone responds to the thread. 

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Lisa Kelly

Zendesk Documentation Team

Delaa, 
If you have questions about how Slick for side conversations works in your account, contact Zendesk Customer Support so they can help you out. 

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Our side conversations on ZenDesk don't receive replies from the Slack channels. We reply directly to the thread and wait longer than the suggested time for it to load. New comments can be added from the ZD side and appear as normal on Slack.

I cannot find the answer if it's in your knowledge base. Does this happen to anyone else?

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Mike DR

Zendesk Customer Care

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I think the list of new Slack channels are not auto updated on Zendesk. My assumption is that the existing Slack Channel list that are available on Zendesk are the list of channels during integration only. What is the troubleshoot for this?

I saw Jeremy Watkin asked the same thing and there’s still no answer to his question.

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Rosie

Zendesk Customer Care

Hello Hendy, 
 
Have you tried to add your Zendesk app into your new channel? 
 
Go to your channel or the new channel you created. From the channel name, click the dropdown and you'll see the "Get channel details" then go to Integrations to see the options below: 
 

 
Under Apps click the Add an Apps to see the option below:

 
From here, if you click the Add, you'll be able to add your Zendesk integration into your channel. 
 
Or you may follow the steps here: Adding the app to a Slack channel
 
I hope this helps!
 

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Hello! This is a question on the “mark done” button in slack side conversations, mentioned by Amjid and Lydia.

Context
- tickets would move to open status when a reply comes in via slack side convo initiated within a ticket
- agents are instructed to “mark done” slack side convos when the convo related to the ticket is concluded under the assumption that this would prevent the ticket from reopening
- at this point, the ticket is solved and would move to closed status in about 24hrs
- there are times that the same side convo thread would be used for later scoping and review

Issue
- Regardless if side convo is marked done or not, replying in the thread creates a new ticket via a follow up ticket (“follow up to ticket xxx” linked to the original where the side convo thread was created)

Impact
- causes confusion and floods the inbox with follow up tickets which we have to keep open since subsequent replies would continue to create follow ups

Question
- how do we make sure that marking done breaks the link between slack and zendesk side conversation?

Thank you!

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Paolo

Zendesk Engineering

Hi Carmela,
 
This is the expected behavior. When a Slack side conversation that belongs to a closed or archived ticket receives a reply, a follow-up ticket is automatically created. The new ticket will have the side conversation in it and keep the original assignee and group value. The new ticket will be able to run triggers so it can show up in the appropriate views. Unfortunately, there is no workaround for this yet. This would be a good product feedback though. 
 
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Apologies if this was asked / answered but, can a side conversation be initiated from Slack to Zendesk, or can it only be done from Zendesk to Slack?

 

thanks

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Paolo

Zendesk Engineering

Hi Jed,
 
You need to initiate the side conversation from a Zendesk ticket to Slack. Side conversations can't be initiated from Slack to Zendesk. More information here.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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I'm in the process of implementing my zendesk instance and one feature we are excited about is the slack side conversation, however while testing it, every message gets duplicated on the Zendesk ticket.

Is this how its supposed to work?

 

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Doesn’t sound right.


Our use of side conversation is from within the Zendesk ticket open a side conversation to a slack channel. Then within the ticket all messages appear within one single comment and no duplicates. It works really well. 

You’ve not been clear on how your using it maybe that might help and Zendesk can help. 

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Hey Amjid Khan, Im using it exactly as you mention on your comment. I open a side conversation within Zendesk, type my message. Slack received it on the appropriate channel (the one I configured).  within slack someone respondes to the message and it get to Zendesk, twice.

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There seems to be nasty bug in this feature. 

If a Side Slack Conversation is revived i.e let's say the Zendesk case is closed and after 3-4 months someone replied on that Slack Thread from Slack itself the Zendesk will open a followup case. Which is very bad. 

We have stopped using this now. 

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