@mention slack user functionality on Zendesk

4 Comments

  • David Gillespie
    Zendesk Product Manager

    Hi Fikir Wordofa,

    Thanks for your feedback! There have been a few request's for @mentions in the Slack integration, definitely agree that this would be a good feature to have in the integration.

    We've captured this as a feature request for the Slack integration and will let you know if and when we decide to develop this.

    Thanks,

    David

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  • Amie B

    Hey Fikir,

    Whilst this feature is not currently built into the Slack integration; i'd recommend for you to check out this post here in the link below. When an agent @mentions you in Zendesk, it can also ping you in slack too. It has the steps on how to set up this workaround until Zendesk built such a feature. :)

    https://support.zendesk.com/hc/en-us/community/posts/1260801325070-Get-Notified-in-Slack-when-Mentioned-on-a-Ticket?page=1#community_comment_1260803567870

    Best,

    Amie

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  • Sara Ledger

    We're just starting to investigate using the side conversations feature and this would be a huge plus to be able to do mentions, especially when we need to tag in a specific person or escalate to a specific user group. For example, we have a guru mention group for our new associates to ping/ask questions to the senior team members about tickets. If they can do that from the ticket with the mention instead of going into slack, it would be incredibly useful!

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  • Sara Ledger

    Something I did notice today is that mentions for user groups seem to work as well as mentions where there is not a space in the display name. If the user has a space in the Slack display name, this doesn't work.

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