We're excited to announce a new integration between Zendesk Support and Slack. Zendesk and Slack have been collaborating on this product to deliver the best experience to our mutual customers. This integration will supersede the current, built by Slack integration at some point in the future.
Which features are available in the EAP?
- Simple installation. The new integration’s installation process is much simpler than the existing integration. Only a single authentication to Zendesk Support is required.
- Ticket event notifications in Slack. Slack users can see information about Zendesk Support ticket events in specified Slack channels. High-level ticket information is displayed (subject, description, priority, assignee, reporter, and creation time).
- Channel configuration. Slack admins can map Zendesk Support groups to Slack channels. This allows tickets to be routed to the right channel. Additionally, it is possible to choose the specific ticket event types to appear in Slack, reducing noise and letting admins prevent sensitive data from being posted in Slack.
- Creating new tickets directly from Slack. This feature is designed to cater to an internal use case where Slack users want to raise a new Support ticket directly from Slack, which they can do using a slash command.
Who can sign-up for EAP and what's the process?
All Support customers on the Team plan and above are eligible to sign up for the EAP. Invitations will be sent in stages.
What's the difference in functionality between the Slack built integration and the Zendesk built integration (EAP version)?
Installation. The new integration improves on the installation flow by only requiring a single authentication to Zendesk Support, as opposed to once per Slack channel as the current one requires.
It also requires the creation of only one triggers in Support, (done automatically) as opposed to one trigger per Slack channel. This trigger cannot be modified by users.
Configuration. The new integration adds the ability to route ticket notifications based on the Support group they are assigned to, ensuring the notifications are relevant to the specific channel.
Functionality. The Zendesk-built integration aims to offer feature parity with the existing integration. Both integrations can post ticket events to Slack but have other differences:
- Ticket notifications can be filtered based on event type, similar to the existing integration. The new integration offers routing and filtering based on groups, which was previously not possible.
- The new integration also lets users create tickets directly from Slack.
- The existing version of the integration notifies Slack when a status change occurs or when a new comment is added. The EAP version only notifies on status change.
- The integration currently only allows connecting a Slack workspace to only a single Zendesk Support account.
How to migrate from the Slack build integration to the Zendesk built one?
Both integrations can run side by side, allowing users to test the new integration and to copy the channel configurations from the Slack-built one. This needs to be done manually, one channel at at time.
Once a channel has been configured in the new integration, it should be removed from the old integration to avoid duplicating the notifications in Slack.
Where can I find the documentation for it?
- Installing and configuring the Slack for Zendesk Support integration
- Using the Slack for Zendesk Support integration
How to provide feedback?
Customers can use this feedback form.
Is it possible to connect multiple Zendesk Support accounts to one Slack account or vice versa?
The integration currently only allows connecting a Slack workspace to only a single Zendesk Support account.
Is the Slack SKU 'Enterprise Grid' supported?
Enterprise Grid is a premium SKU designed for large enterprises. We're planning to add support for it at some point but it is not part of the current release.
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