Adding the Slack Direct Messages channel



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Aimee Spanier

Zendesk Documentation Team

Edited May 21, 2025


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Trying to figure out how to assign users that DM our dedicated Slack handle to an organization.  Right now they are unmapped and it throws off our reporting for user positions/regions that create tickets.

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We have this setup and it is working. 

Our issue is we are getting duplicate users in Zendesk because we are syncing userData from Okta into ZD. When starting a DM from Slack into ZD, it creates a new user and we have to manually merge those Slack users with the Okta users. 

How do we sync these or make it so the users coming from Slack are auto merged/synced with the users we already have coming in from Okta? 

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Ahmed Zaid 

Just wanted to loop back and let you know that we have released multiple handle support along with a new way to manage your messaging channels, allowing you to better track where messages are coming from, for more info check out the links below:

Announcing - Channel Name as a trigger condition for messaging
Announcing - Slack Direct Messages Multiple Handle Support

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Hi Jack, thanks for pointing this out!
The broken link is now fixed. Thanks again.

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The link in this line doesn't work.

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

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Chris Drylie that would be great, thanks.

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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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