Send notifications to Slack

24 Comments

  • Jennifer Rowe
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    Thanks for sharing your solution, Arturo!

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  • Anthony O
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    Is there a way to post private channel comments in Slack to post back to private comment in Zendesk?

    1
  • Jessie Schutz
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    Hey Anthony!

    I did some poking around and it looks like you might be able to do something like this using Zapier. You can set it up so that messages from a specific channel or messages that you start can get added as a ticket comment. It doesn't look like it gives the option for you to add it as a private comment, but I didn't dig in too deeply.

    Otherwise, you might be able to do something like that using Slack and Zendesk APIs to build something custom.

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  • Fletcher Richman
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    Hey @anthony,

    We saw a need for exactly what you are asking for, which is why we built BubbleIQ to allow for a 2-way sync between a thread inside Slack and either public responses or internal notes in Zendesk. 

    More information here: Zendesk Slack Integration

    Happy to walk you through it if you are interested!

    -Fletcher

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  • IntegrateCloud
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    Please install our Zendesk Slack App for both way communication

    https://www.zendesk.com/apps/support/integratecloud-connector-for-slack---lite/

    See this demo

    http://integratecloud.com/zendesk-slack

    -3
  • Le Giang Anh
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    Info source link is dead: 

     
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  • Nicole - Community Manager
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    Hi Le - 

    Here is the updated version of that document: https://support.zendesk.com/hc/en-us/articles/115011298868. We'll update the original post as well. 

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  • Le Giang Anh
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    Thank you Nicole. Is there any document with all the placeholders together with Slack JSON format?

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  • Heather Rommel
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    @Le Giang Anh

    This is a longer response but bear with me please:

    We have the Slack integration set up by starting in the Slack app rather than starting in Zendesk, Does that make sense? Let me explain.

    Ok, so this is what happened: We have several groups that want notifications.

    We create a Slack channel for each group. From within that channel, we click Settings -> Add an app

    Search for Zendesk and hit enter

    Click "Add Configuration" and the Slack app does all the hard work.

    2 CATCHES:

    1) you must be an admin in both Slack and Zendesk for this to work properly because

    2) the integration Slack initiates creates a GENERIC trigger in Zendesk which is added to the TOP of your Zendesk triggers.  Therefore, you must go into Zendesk quickly, grab the trigger and modify the title and any conditions you want. For us, that means adding a condition to limit the group it applies to.

    So back to your question: I don't believe there is a separate document for placeholders but I believe it uses the standard Zendesk placeholders because our trigger notifies the Slack target with:

    • {"status": "{{ticket.status}}", "id": "{{ticket.id}}", "updated_at": "{{ticket.updated_at_with_timestamp}}"}

    I truly hope this helps!!  

    Thank you,

    Heather

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  • Jessie Schutz
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    Thanks for jumping in, Heather!

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  • Jonie Alcazar
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    Thank you, Heather! Your method worked for me. 

    1. After adding the integration in Slack, refresh the triggers in Zendesk and you will see a new trigger.
    2. Edit that trigger and give it a new name.
    3. When you go back to Slack to add a new Zendesk configuration - be it for another channel or another agent - go back again to the triggers in Zendesk and refresh it and you will see a new trigger with the same name as the first one (before you edited it). Rename that trigger.
    4. Rinse and repeat.

    When you click the dropdown "Notify target" in Zendesk triggers, the Zendesk configurations you added in Slack are listed in the order you added them, from the top down. They will all have the same name in that dropdown so it would help you to take note of the order you added the configurations in Slack, in case you need to use that for other triggers or for automations. 

    I was hoping that the descriptive label you add in Slack for each configuration would be carried over to Zendesk, but it doesn't. So, you have to take note of the order you added the integrations if you want to send notifications to that channel/agent using other triggers or automations.

    I hope this helps! 

    Best,
    Jonie

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  • Kevin Kendall
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    Super helpful discussion!

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  • Nicole - Community Manager
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    Hi all - 

    There's a new Slack <> Zendesk Integration coming, and they announced the Early Access Program for it today. Read more and sign up here

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  • Heather Rommel
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    YAY! Thank you, @Nicole

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  • Nicole - Community Manager
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    You're welcome!

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  • Justin
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    Is it possible to only send notifications from ZD to Slack for specific types of tickets, vs all tickets?

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  • IntegrateCloud
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    Justin

    Yes we can setup notifications from ZD to Slack automatically for specific types of tickets through.We are a Zendesk Partner and Slack is one of our top rated apps.

    https://www.zendesk.com/apps/support/integratecloud-connector-for-slack---lite-v2/?source=top_rated

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  • PJ Sto. Domingo
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    Hey Justin!

    The Slack integration automatically creates a trigger that is responsible for pushing those notifications to your Slack channel. By default it pushes all ticket activities as notifications, but you can modify this and add your own conditions as to which types of ticket activity you would like to be sent as notification to Slack. Please check your Triggers page and look for a trigger with Slack on the title.

    Please let us know if you have any additional questions.

    Thanks!

    1
  • Nadia Ivanova
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    Hi, I followed Heather R instructions above and it helped, thank you for that!

    I was also able to edit the trigger conditions to restrict Slack alerts to only tickets with a specific tag, that's great.

    I have one additional question: is it possible to get the original ticket description in the Slack alert as well?

    I added a placeholder 'ticket.description' as follow but it doesn't seem to work - the alerts don't include the original message content:

    • {"status": "{{ticket.status}}", "id": "{{ticket.id}}", "updated_at": "{{ticket.updated_at_with_timestamp}}", "ticket.description": "{{ticket.description}}"}

    Am I missing something or is it not possible?

    Thank you in advance!

    Nadia

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  • James Sanford
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    Hey Nadia!

    I was able to get this working after reviewing the Setup Instructions for Sending Messages in Slack which recommend using the text property for the JSON payload.  Please keep in mind the Description is the very first comment for a ticket, so if you would like to pass a different ticket comment you'll need to update the Placeholder you use in your payload.

    I hope this method will work for you as well!

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  • Dragan Dordevic
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    Hi,

    I have a question regarding sending notifications to Slack - would it be possible to create some kind of a trigger for when the Slack notification will be sent? 

    For example, we would like a certain Slack group to get an alert each time a number of total calls in queue reaches a certain number.

    Thanks a lot for help!

     

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  • Keval Shah
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    Hi Dragan Dordevic,

    We can do the needful of creating a Trigger which will send an Alert to a Person or a Group each time when a number of total calls in queue reaches a certain number.

    Please feel free to mail us on support@integratecloud.com for any question or Doubts.

    Awaiting your reply. 

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  • Dragan Dordevic
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    Hi Keval Shah,

    If I understand you correctly - in order to do this as you suggest, we would need to use some kind of additional tool that your company provides?

    We would first like to understand if we can do this directly in Zendesk through triggers and native Slack integration.

    Thanks

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  • Keval Shah
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    Hi Dragan Dordevic,

    Good Morning 

    In order to do that we can setup a trigger in such a way that would send a alert to the slack group based on the number of calls in Zendesk. I am assuming the calls you are talking about is a custom field. We already have a Slack App in Zendesk Market Place (https://bit.ly/2xQQ6Z4 ).
    If you like to discuss further please send an Email to support@integratecloud.com. We can also arrange for a Demo. 

     

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