|Announced on||Rollout starts||Rollout ends|
|November 8, 2022||November 8, 2022||November 16, 2022|
We’re excited to announce the release of significant improvements to the Zendesk Slack integration! Starting today, the Slack integration admin experience will progressively be released, with the rollout completing on the 16th of November.
This announcement answers the following questions:
- What's changing, and why?
- What do I need to do?
- What's happening to the existing Slack channel notifications?
What's changing, and why?
This update brings Slack into Admin Center, providing a consistent and familiar experience to some of Zendesk’s other integrations. We’ve also introduced a new trigger action for Slack, enabling you to add Slack to your existing Zendesk triggers.
- Connected Slack workspaces are now listed within and can be managed from Admin Center.
- Notifying Slack has been added as an action from within triggers, enabling broader conditionality and the ability to customize the content of a notification message to Slack.
- The integration now threads notifications to a Slack channel for the same ticket, which helps maintain context.
- Slack channel Answer Bot configurations now support selecting which Segments to search.
What do I need to do?
If you already have Slack installed, you will now see the Slack option within Admin Center > Integrations > Integrations.
If you have existing Slack channel notifications configured, you can automatically convert these to triggers via Admin Center. Existing notifications can be maintained or deleted in Slack via /zendesk settings until September 18, 2023. However, new channel configurations cannot be created.
What's happening to the existing Slack channel notifications?
We’ll be deprecating the existing Slack channel notifications on September 18, 2023.
If you’re using the existing Slack channel notifications, you’ll need to migrate these to triggers by September 18, 2023. After that date, these notifications will cease to notify Slack channels.
Will the channel notifications deprecation in March affect Slack webhooks (and triggers that notify those webhooks), or will those still work (and new ones be able to be setup) after March 2023?
Hey Dustin King,
This depreciation will only impact the existing channel notifications which were configured using the /zendesk settings command in Slack.
If you have setup a custom Slack App with an inbound webhook which is notified via a Trigger, that is deemed separate to the Zendesk Slack integration and would not be impacted.
Does this affect the Zendesk slack app that works with Side Conversations?
Hi Heather Rommel,
This update is reflected on the Zendesk Slack App which is used by Side Conversations, however there are no changes to Side Conversations within this update.
Is there a way to disable the following behavior?
This does not help at all in our organization and just pollutes your "Threads" view in Slack and it's totally the opposite of how the previous Zendesk -> Slack integration worked.
If there isn't a way, please ADD a simple option that allows you to disable this behavior and sends each ticket update as a new comment, not as a thread to the message when the ticket was opened.
Please, this is disturbing!
Today is March 1, 2023. Our Slack integration was disabled at 12:30 AM CST this morning in the middle of the night.
This article states that the notifications would be in place until March 31, 2023.
Was the date pushed up a month?
Hi JJ Breen,
Apologies for the confusion about the removal of notifications.
There are/were two different integrations between Slack and Zendesk - One was owned by Slack, and one by Zendesk.
The Slack owned one was deprecated on March 1st and was communicated to Slack admins over the past few months. This product is now end-of-life'd and no longer available.
The one owned by Zendesk was updated in November to include notifications via Triggers. The older style of notifications (which were managed within Slack) are going to be deprecated, the original date was March 31st, 2023, but we will shortly be pushing out this date.
With the release of Slack notifications through triggers last year, we had previously communicated the legacy notifications would be deprecated on March 31.
In order to provide more time to customers to complete the migration, we are moving the deprecation date to September 18, 2023.
We will be publishing a formal public announcement shortly but wanted to give folks in this forum a heads up first.
Thanks for your patience and support with the moving to the new triggers notifications.
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