Curious what other teams use Zendesk Slack integration for

21 Comments

  • Nicole - Community Manager
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    Hey, Justin! That's a great question - hopefully some folks will jump in here soon. In the meantime I'm doing a few things to promote this thread so that people jump in and respond. Thanks for posting!

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  • Peter
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    We work in DevOps land and we purchased additional agent licenses for each dev team. We can then assign tickets to a dev team as agents, with the dev team members being light agents and able to reply, but the assignment notification goes into the dev team channel in Slack.

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  • Heather R
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    We use it for:

    1) Alert Slack channels that a ticket was assigned to that group. Many of our agents were wishing Zendesk had a popup feature to let them know a ticket came in. Slack was our answer to that. 

    2) Emailing custom reports and dashboards.  We had a particular group that wanted their backlog organized and listed in a particular way to review in a weekly meeting. We customized a report in GoodData/Insights and have it auto-emailed to their Slack channel each week in the early a.m. prior to their standup meeting.

    3) Outages - We wanted an easy way to notify the whole company about planned/unplanned downtimes. Based on a macro that has a tag, when an agent uses that macro, it auto-posts to an outage channel so that anyone subscribed gets a heads up.  This gives our communications team time to collect the information necessary to do an official email but our support team can talk intelligently to our customers in the meantime.

     

    I hope this helps!

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  • Jennifer Rowe
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    Great answer. Thanks for sharing, Heather.

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  • Justin
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    Thank you, both! Those are all great ideas.

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  • Carsten Falborg
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    We are new to the slack integration, so thx for the use cases...

    For now we use it only for notifications on when an open ticket is updated...

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  • Dan Ross
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    We opted to use Zendesk's HTTP/URL target feature and Slack's webhooks feature to get a bit more flexibility on where/when we can send notifications. This way, you can use triggers/automations to control when the messages are sent.

    We can send to rooms, or to one or more individual users, either by hardcoding the username, or by using a custom field on their agent profile that holds their slack name, which is accessible via a placeholder. It's a bit of extra overhead to setup the message template but once it's done, you can deploy new alert types very quickly. 

    Here's a few of the many things we sent to Slack:

    1. New high priority tickets

    2. Customer Satisfaction comments. We send all survey results to a manager-only room and then we message the ticket assignee with the survey results for their ticket. Getting the instant feedback lets us move to quickly follow up on a comment from the survey, should it be required.

    3. Reminders - ex: if an agent didn't fill out a field, or perhaps they assigned a ticket to pending without assigning it first. Anything we want to encourage better behaviour on.

    4. Ticket update notifications. We have a feature that lets an agent subscribe to ticket updates via Slack - if another agent updates their ticket, or the customer replies, they get instant notifications. 

     

    Zendesk wrote a pretty good article on how to setup an integration like this one here and Slack's documentation is one of the best I've read. 

    Hope this helps!

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  • Nicole - Community Manager
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    Thanks for sharing, Dan!

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  • Justin
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    Thanks everyone for your suggestions and tips. They are greatly appreciated :)

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  • IntegrateCloud
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    We build a Zendesk Slack App for sending messages from Zendesk.Please try this app

     

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

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  • Justin
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    Thanks everyone. One more question: is it possible to transfer Slack updates to create new Guide articles?

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  • Myles Grote
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    Hi Dan,

    In your July post, you mentioned...

    2. Customer Satisfaction comments. We send all survey results to a manager-only room and then we message the ticket assignee with the survey results for their ticket. Getting the instant feedback lets us move to quickly follow up on a comment from the survey, should it be required.

    I am trying to accomplish this, but cannot find any way to do so.  I don't see it as an option in either integration documentation.

    I also tried to use Zapier, but could not get that to work either.

    How did you accomplish this?

    Thanks!

    Myles

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  • Jesper Rosendal
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    Hello everyone, 

    Nice reading through all your best practises. 

    We're looking into if we want to install the Slack integration App into Zendesk. But before throwing ourselves out there, I'm just trying to learn best practises on how our company and teams using Slack and Zendesk could benefit from this integration. 

    So basically, we have an open Slack channel for everyone in our company to use. Generally speaking it's some sort of a product knowledge channel, where all our stakeholders can ask questions about our products and functionalities. My team (support) is in charge of this channel, and we reply fast to all questions being posted on that specific channel. 

    What I would like to do is, somehow being able to track the amount of work my team uses in channel. Ideally what I'm looking for (and hoping for) is with this Zendesk/Slack integration, all new posts in the Slack channel would be created as ticket in Zendesk or at least, my team would be able to create a ticket in Zendesk directly from Slack based on a topic that needs to be escalated as a ticket. Is this possible with this integration? It would be perfect if the integration would work in that sense we could easily create a ticket ourselves in Slack instead of a ticket being created every single time a new post is being posted on that specific channel. 

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  • Heather R
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    @Justin, I don't think you can push Slack messages into Zendesk with the integration, definitely not into Guide as far as I know.

    @Jesper, I wish there was a back and forth from Slack back into Zendesk, but I haven't found a way to make that happen (yet).  I hope there's an enhancement coming to do that, commands from Slack to update a certain Zendesk ticket number or something (or create a new one).

    If I am wrong, I hope someone can tell us!  These are great ideas.

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  • Dan Ross
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    Hey Justin,

    To my knowledge, this isn't possible with the out of the box integration, but you if or a developer on your team is feeling ambitious, you can build something in Slack to handle this kind of interaction using the Messages API: https://api.slack.com/interactive-messages and the Bot framework to callback to a specific Zendesk ticket and update it.

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  • Fletcher Richman
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    @Justin and @Jesper I think BubbleIQ has a nice way to solve both of your use cases!

    For Jesper's use case - BubbleIQ enables a Slash Command in Slack to be able to create a ticket, or you can mark any message already in the channel with a :key: emojii to turn that message (and the thread on it) into a ticket. It's a full 2-way sync, all the responses to the ticket will go into a thread, and coworkers can respond to the thread as well.

    @Justin I believe BubbleIQ could make your use case work as well, by creating a ticket in Zendesk via Slack and then having that ticket make a new guide article using the ticket help center app. Happy to talk through it in detail if you'd like. 

    More info on the BubbleIQ integration here: Zendesk Slack Integration

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  • IntegrateCloud
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    @Justin and @Jesper

    Our Zendesk-Slack App is one of the top rated apps 

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

     

    Please install and let us know.You can also reply from Slack for a particular ticket in Zendesk and it will go into internal notes

    Check our documentation

    https://integratecloud.azuredesk.co/SupportHome/Articles?query=4336_Zendesk_and_Slack_connector

     

     

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  • Darwin Vasquez
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    Thanks for sharing, Dan! Those are excellent ideas. We've also integrated Slack into Zendesk and it's been a breeze, so far!

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  • Jennifer Rowe
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    Hi Justin Smith, Wondering if you found a solution for your idea of sending Slack updates/info to create Guide articles? 

    Or Jesper Rosendal, Did you find a way to send Slack knowledge to create tickets?

    Dan Ross had a good suggestion, so I was wondering if either of you tried that or found another solution? We are also interested in finding a way to send product knowledge with a specific hashtag from Slack  to Guide articles (or tickets but probably not...). Let me know if either of you made any progress! Thanks!

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  • Jpnloureiro
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    @Dan Ross, how to you setup the trigger so that you can have the satisfaction comments on Slack?

     

    Thanks!

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  • Dan Ross
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    @Jpnloureiro

     

    Here's a really good article Zendesk wrote that will guide your through it. We've done a similar, though slightly different implementation but the core aspects are the same. That should get you going in the right direction.

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