Using Slack for Side Conversations

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12 Comments

  • Andrew

    Exciting! Would love to be part of EAP - submitted request already.  We collaborate quite a bit among the support team (some remote) so keeping it part of a Slack/Side convo thread sounds like it would help.

    I'd look  forward to the Direct Message support because as a manger, I tend to get many questions from my team members and right now they use @mention in Zendesk which adds me as a CC - this is definitely not ideal.  Slack is much more convenient, easier for quick responses on mobile, and less of a risk that I'll accidently reply to the customer.

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  • Luke Hutchings

    Right now we set up a channel to get notifications on tickets from a particular group when it regards tickets that are open, pending or solved. Is there a way to narrow the notification to update only when we receive and internal notes on those tickets instead of every single update?

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  • Toby Sterrett

    @Andrew hopefully you've been able to kick the tires on the EAP over the last few weeks, and glad to hear that the approach sounds like it'll be good for the way your team works. As for the direct messages, it sounds like you want the agents to be able to reach out to you directly from tickets rather than pulling you in as a CC? Are there any Slack channels you hang out in where they could start a thread and perhaps @ mention you (if that was supported)? Or would DMs be the most appropriate means?

    @Luke that sounds like a question for the core Slack integration team. If you send a message to the Zendesk app from within Slack, you should be able to provide some feedback to them. I will also point the product manager to this comment.

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  • Andrew

    It's worked fairly well - actually as a workaround right now, I created a private "Andrew" channel with just me as a member to replace DMs.  We have a team slack channel so @mentions would also work in many cases I think.

    I like this better than CC because most questions for me are one-off things, and I don't want to be looped into the rest of the ticket back-and-forth.

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  • Luke Hutchings

    Thanks Toby! I just submitted the feedback on their form. 

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  • Toby Sterrett

    @Andrew that's a really clever workaround in the meantime!

    Out of curiosity, what are the main reasons you prefer that Slack approach to them just sending you an email-based side conversation directly, which would also keep you out of the back and forth in the main ticket?

    @Luke 👍

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  • Andrew

    We're already using Slack more than email anyway, and it's easier to reply to something quickly - for me, email tends to sit around until I get to it later.

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  • Luke Hutchings

    Just curious, but we are not paying for Slack right now and are using the free version. As a result after a certain period of time past messages in slack disappear. Will messages sent through the slack app in the Zendesk interface also disappear as a result of this?  

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  • Karen Lam

    Definitely echoing the importance of having the @ mentions functionality as we have quite a few channels and often when an agent needs to reach out to someone in a side conversation scenario, it's to followup with the account manager, instead of DMs we usually prefer the channel as there's additional visibility in case that person is away, their backup would see the message and followup. The ability to @ mention would really decrease noise.

    We have one channel which filters in a webhooks notification (unrelated to side conversations) and we found that in that scenario where individuals see an "app" update, they're less likely to action on the request, especially when there's no accountability/ownership being actively assigned. Having the additional @ mention would alleviate that area.

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  • Toby Sterrett

    @Luke unless Slack sends deletion events when they remove access to messages on free accounts (which I doubt they do) you'll still be able to view the messages in the side conversations.

    @Karen thanks for the context around why @mentions would be helpful to your workflow, that makes a lot of sense. We agree that it's usually better to have these types of conversations in a channel rather than DM, and having @mentions would provide a nice middle ground.

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  • Luke Hutchings

    Thanks Toby! 

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  • Tobias Hermanns

    Hi Toby,

     

    any plan to enhance "Microsoft Teams" in Side Conversation too?

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