Expose Zendesk Status for Our Company's Zendesk Instance to Slack

7 Comments

  • Sarah Mills
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    I agree with Winston (surprise, since we are directors at the same company).  We are currently manually communicating any and all ZD issues for our pod, and as we look to continuously improve, we would like to consume and distribute via our Slack channel #zendesk_info

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  • Andrew Soderberg
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    Here is how you could do this now. If you subscribe to the 'Zendesk Incident Notification' emails, you could forward them (even create an auto forward rule in your email client) to the email address for your Zendesk instance and create a trigger to notify Slack of this event (and then auto solve the ticket). The basic steps can be derived from this community suggestion to send Zendesk CSAT responses to a Slack Channel. You'll need a WebHook from Slack and you'll setup an HTTP Target to use that WebHook in Zendesk. Instructions for the CSAT example are here:

    https://support.zendesk.com/hc/en-us/articles/115011298868-Example-Integrating-the-HTTP-Target-with-Slack

    The difference is you'll be forwarding all or part of the Zendesk Incident Notification email body.

     

     

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  • Andrew Soderberg
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    Looks like there is a simpler way than what I wrote that is described in this community article:

    https://support.zendesk.com/hc/en-us/community/posts/360002647328-Proactive-notification-of-outages

    You would use Twitter and Slack. 

    ZendeskOps twitter feed pushes such notices:

    https://twitter.com/@ZendeskOps

    If you use slack, you can have these pushed to slack: 

    https://get.slack.help/hc/en-us/articles/205346227-Twitter-for-Slack

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  • Sarah Mills
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    But that would be ALL messages, for ALL pods, correct?  Our support staff doesn't need to be bothered with/sort through issues from other pods that don't affect us.  We were trying to limit the notifications to issues affecting our pod only.

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  • Brett - Community Manager
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    @Andrew thanks for sharing a possible solution here :)

    @Sarah appreciate you sharing this feedback with us and we'll be sure this information is passed over to the appropriate team!

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  • Sarah Mills
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    Thanks @Brett and @Andrew.  We did implement the suggested solution today - although we'd still like it to be pod-specific :)

     

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  • Andrew Soderberg
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    @Sarah, my original solution above could be pod specific as the trigger could filter to only match on the right pod # or pod range, or 'all pods' text in the email. Looking back on my email history of the 'Zendesk incident notification' emails, The there would likely need to be several text strings to look for, as Zendesk has not been consistent in how they format the text of the pod #, or range of pods (e.g. pods 5-11, pods 5,7,8,10 and 11) etc.

    @Brett, glad to help with some ideas. I had just implemented our version of the CSAT feedback into a Slack channel, so it was fresh in my memory when I read this.

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