Creating and managing triggers for Slack

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12 Comments

  • Phil Andrews

    Is there a way to @ mention users in Slack based on the assignee name on the ticket? 

    1
  • Dainne Lucena
    Zendesk Customer Care

    Hi Phil Andrews,

     

    Not at the moment. But I did see a similar request submitted here: @mention slack user functionality on Zendesk.

    You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 

    1
  • Sean Bourke
    Zendesk Product Manager

    Hi Phil Andrews,

    Thanks for sharing this question - I'd be keen to understand the use case a little better.

    Are you looking to include the assignee in the message to a channel (as a tag), or are you seeking to notify the assignee directly?

    0
  • Phil Andrews

    Thanks for the info Dainne Lucena!

    @... I'd be looking to include the assignee in the message to a channel as a tag. So for instance whenever a ticket is assigned we send a message to a Slack channel with info on the ticket/orgnaisation and tag the assignee - we currently do this via webhook and Zapier. It would be preferable to do this via the ZD Notification instead. 

    We also do this because the in-page notifications in Zendesk aren't great. Using Omnichannel routing we can only notify the assignee via email but we don't use email often so that's not really useful. The notification icon in Zendesk itself also only works with Messaging chats, and not email tickets - so again we're missing a notification opportunity. Slack is the best we've found so far given how much our team are on Slack. 

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  • Shane Caplice

    I have a trigger to notify Zendesk integration > Slack integration > Private Channel

    When trigger is actioned, it will post into the channel fine, however when the ticket has a comment update, we want the response to add to the thread (which it does) - however when the thread is replied to, it will automatically send the response to the channel too? This causes way too much noise within the slack channel.

    There seems to be no setting within slack for this to happen by default.
    Notification Body:

    <https://{{ticket.url}}|*{{ticket.title}}*>
    *Requester*: {{ticket.requester.name}}
    *Ticket Group*: {{ticket.group.name}}
    *Details*:
    {{ticket.latest_comment}}

     

    4
  • Sean Bourke
    Zendesk Product Manager

    Hi Shane Caplice,

    Thanks for your feedback. At the moment, there is no way to limit notifications also being sent to the channel. We've recently launched the ability to notify Slack via triggers and aligned this closely to how it worked previously (notifying the channel), but added threading to support better contextualisation. I've recorded this feedback for consideration in future enhancements of this capability.
     
    -1
  • Alan Butcher

    Hello! 

    I am trying to add the organization's name to our Slack notification, I cloned the default trigger and am using the given place holder, but what do I use in front of the placeholder? Just "organization"? 

    For example, here is our default trigger: 

    {
        "ticket_id": "{{ticket.id}}",
         "status": "{{ticket.status}}",
         "updated_at": "{{ticket.updated_at_with_timestamp}}",
         "subdomain": "{{ticket.account}}",
         "ticket_latest_comment": "{{ticket.latest_comment}}",
         "updated_by": "{{current_user.name}}"
    }

    Would this be the correct way to add an organization to it? 

    {
        "ticket_id": "{{ticket.id}}",

         "organization": "{{ticket.organization.name}}",
         "status": "{{ticket.status}}",
         "updated_at": "{{ticket.updated_at_with_timestamp}}",
         "subdomain": "{{ticket.account}}",
         "ticket_latest_comment": "{{ticket.latest_comment}}",
         "updated_by": "{{current_user.name}}"
    }

    Thanks! 

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  • Sean Bourke
    Zendesk Product Manager

    Hi Alan Butcher,

    That looks like the trigger which supports legacy notifications and instead notified a webhook. If you have existing notifications, you can migrate these from the Slack Admin Center page and then add the organization placeholder.

    Alternatively, you can create a new trigger and select the Notify Zendesk Integration > Slack action. From here, you'll be able to add organization to the default Slack notification placeholder.

    0
  • Alan Butcher

    Hi Sean, I posted a screenshot with our current trigger notification. Are you referring to updating our legacy Slack notifications referenced in this article? And if so, when adding the organization placeholder to my new trigger, do I have the correct syntax in the following, specifically the syntax before the placeholder, do I add "organization" before the placeholder, or is it something else, or does it matter?

     "organization": "{{ticket.organization.name}}"

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Alan,

    From your screenshot, it looks like that is a legacy Slack trigger. You can convert the legacy triggers or create a new one as Sean mentioned. The action should be: Notify Zendesk integration > Slack Integration.

    From there, you can edit the text to include the organization in the Slack notification. Example:

    0
  • Alex Daley

    Will this new format ever be added to Automations? I see that still only supports the legacy webhook notifications.

    1
  • Ronald

    I just found this long awaited feature when I was working on setting up a new Slack notification. Very glad I don't have to coordinate through IT (Slack workspace admin) for these on an already connected Slack workspace.

    Two things I've come across when converting Legacy notifications, maybe I missed them:

    • After the automatic conversion created the new trigger with the "Notify Zendesk Integration" action we should deactivate the old "Notify active webhook - Slack integration endpoint" trigger, right?
    • The new Slack integration notification triggers do not appear to show up in the ticket events history when they fire. Am I missing something or is this a known thing?

    I've disabled the old Slack notification webhook and confirmed it's all working as expected/required despite not seeing the new trigger event showing up in the ticket events. So I'm pretty sure I've got everything correct here but these two things I thought I'd check on 🙂

    0

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