Slack for Zendesk Support early access program (EAP) FAQ

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  • Official comment
    Yuri Mylis
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    Thanks to everyone who took part in the early access program. The feedbacks you've provided were really useful!

    The integration was released into generally availability earlier today. You don't need to take any action to reinstall the EAP version.

  • Dan Ross
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    This is interesting!

    Are there plans to support two way communication? For example, if a ticket came in and we notified a group, for a user in Slack to be able to assign the ticket to themselves, or update a field, right from the Slack notification?

     

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  • Yuri Mylis
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    @Dan, yes this is a great use case and one we're planning on doing down the line.

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  • André Wessels
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    @Yuri I would be very interested in getting access to this. My company relies on Slack for a LOT of our domain workflow. I sometimes think that Slack has a server farm somewhere just to power our Slack Workspace :)

    I'm trying to change some of our reliance on Slack for workflow through a proper implementation of Zendesk, but not everyone in our company will have Zendesk access. Our support and operations team often get support requests etc from different parts of our organisation, so currently, we have a situation where we often have to juggle two systems to try and get the same result.

    With Slack for Zendesk Support, the ability for users to create tickets via Slack would operationally be very powerful for us. I've signed up for the EAP and hope to hear from you soon :)

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  • Yuri Mylis
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    @Andre, thanks a lot for explaining your use case. It's very much in line with what the integration we built is designed to address. You should expect to receive and invitation in the in the next few weeks. I'll be looking forward for your feedback.

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  • André Wessels
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    Marvellous news @Yuri

    Looking forward to the invitation :)

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  • André Wessels
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    @Yuri I've set up the app, and it works like charm. For our use case, we need to create tickets and assign it to specific groups in Zendesk, so I've set up triggers based on keywords in the create ticket subject line, like "support" or "logistics".

    It would be good though going forward to be able to map specific Slack channels to groups in Zendesk, so that whichever subject line is used, the ticket is created and assigned to a group in Zendesk.

    Not sure if this is in the pipeline, but it would also be really useful to be able to include images when creating the ticket via Slack.

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  • Félix Bélanger-Robillard
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    I registered on the first week for the EAP and had no communications sent back for now. When can I expect to be able to enable the app in Slack? Thanks

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  • Yuri Mylis
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    @Andre thanks for the feedback. I'll start tracking these two requests.

    @Felix unfortunately I don't see your registration on my list. Can you please resubmit the sign up form?

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  • Fletcher Richman
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    Hey Andre - our 2-way Zendesk Slack integration has full support for creating tickets from images in Slack. We also can map to Slack channels based on Triggers so we should be able to help you out there too. 

    Looking forward to having you try it out!  

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