Using the Slack Direct Messages channel

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17 Comments

  • Christopher Wooten

    Set this up on one of my channels but it does not do any workflow when people @mention me on the channel. Does it not work in a specific Channel?

     

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  • justin

    Seems like this really needs to support threading to be effective? Nobody wants a whole channel of back and forths for one issue? 

    3
  • Chris Drylie
    Zendesk Product Manager

    Hi justin,

    Thank you for reaching out, Slack Direct Message currently supports direct message support and not channels, this is something we are looking at in the future. As direct messages are normally on 1:1 bases, this solution would not have the noise of a whole channel.

    In the future when we look at channel support we will be looking at how to manage the noise level and also be supporting threads. 

    Please feel free to sign up for the EAP and provide more feedback on the current solution.

    1
  • Chris Drylie
    Zendesk Product Manager

    HI Christopher Wooten

    Thanks for signing up for the EAP and using the solution.

    Your feedback has been amazing so far. I know we spoke about this in email so wanted to bubble a response up here in case other users had these questions as well.

    We will be looking at better channel support in the future, but at the moment we have been focused on the direct message and will build out the solution and more features that will benefit the whole community, we really look forward to working with you on this functionality and making it a awesome feature for all. 

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  • Stanley

    Hi Chris Drylie

     

    Will this feature allow you to have a side conversation with a specific slack user rather than a Slack Channel.

    We want to be able to use Slack to send Side Conversations to specific individuals

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  • Étienne Cantin

    @Stanley

    While not as efficient and as a workaround, you can always @mention a user using their slack memberID if you want to send a direct message from a Zendesk side-conversation.

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  • Raphaël Péguet

    Hi! 

    I tried to set up an automatic for slack direct messages response by:

    - chat triggers

    - public comment

    Both of them didn't work, is it normal?

     

    Best regards!

    Raphaël

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  • Ahmed Zaid

    Hello,

    In a multiband instance, adding slack channel option greys out after adding a workspace for a brand. Is there a limitation of one channel per instance?

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  • Chris Sinclair

    Really frustrating trying to get this setup. I've managed to get a new account created to use on the slack side (let's call it HelpBot@abc.com), but because we use SSO on both Zendesk and Slack, its impossible to configure the integration without also adding the account to Zendesk as an admin, something we don't want to do. 

    Next step to try is to use the non-sso login for Zendesk and the SSO login with the correct account for the Slack integration, although I'm having issues with non-sso login (lets me log in but won't let me access admin settings). Have reached out via the support bot for assistance.

    Would prefer an integration that didn't require an account.

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  • Chris Drylie
    Zendesk Product Manager

    Ahmed Zaid

    Multiple handle support will be coming this quarter along, with a new tagging option that will allow you to tag each handle individually and creation automation and triggers based around this.

    2
  • Chris Drylie
    Zendesk Product Manager

    Stanley We are working with the side conversations team to look at this as a future enhancement for messaging as a whole.

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  • Chris Drylie
    Zendesk Product Manager

    Raphael - Officers Péguet Thank you for reaching out, like a lot of our new messaging channels, facebook, and Instagram. We do not yet have the capability for these to use chat triggers. However, with that being said, we will be adding away for you to utilize ticket triggers for individual handles with our multiple handle release in November.

     

    Can us use ticket triggers at the channel level now, much like the example below:

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  • Chris Drylie
    Zendesk Product Manager

    Chris Sinclair

    We hear your frustration and are looking into bot scopes for the future and will allow admins to choose their setup path, I would love to reach out to you and work with you directly as a stakeholder in the project moving forward.

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  • Chris Sinclair

    Chris Drylie that would be great, thanks.

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  • Chris Drylie
    Zendesk Product Manager

    If anyone would be interested in being part of our stakeholder program for this please feel free to sign up with form here

    1
  • Anthony Weddle

    I am attempting to setup a chat trigger using the template for first reply and setting the channel to messaging. I cannot get the auto-reply to send back to a user in slack when configuring this.... 

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  • Nara S.
    Hi Anthony - if you're still having trouble here, I'd recommend reaching out to our customer support so the team can take a closer look at your configuration and get Slack working the way you would like. Steps on how to reach out to us can be found here. Cheers!
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