Slack for Side Conversations can't connect to Slack

7 Comments

  • Brett - Community Manager
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    Hey Kevin,

    Can you enable account assumption for the account you're experiencing issues with so our team can take a look? 

    If you're unsure how to enable this you can take a look at the following article: Granting Zendesk temporary access to your account

    Thanks!

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  • Kevin Ford
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    Done. Granted for a week (ending May 1).

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  • Brett - Community Manager
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    Hey Kevin,

    I've been informed by our team that this issue should now be resolved. Can you confirm on your end? 

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  • Kevin Ford
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    Hi Brett,

    It seems as though the team made a change. Now we are told we need to reauthorize Slack. We've reauthorized Zendesk within slack but now we're caught in a loop of always being asked to reauthorize. If we go through that dance, every time we get a different dialog that says Slack is missing authorizations and we need to reauthorize before sending side conversations.

    I can create zendesk tickets from within Slack using the /zendesk create_ticket command. It would seem the issue is only with side conversations.

    KF

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  • Brett - Community Manager
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    Thanks for the update Kevin!

    I'm going to bring this into a ticket so our team can take a look at this and figure out the cause.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

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  • Silviana Villarruel
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    @Kevin
    I believe you are experiencing the same issue as I was. After days of sending info and examples to ZD, it was concluded that this is a limitation with the Slack+ZD API. They advised me there is no resolution available.

    The reply, "Just wanted to step in an offer an update to what we have found through some digging and connecting with our Engineering team.

    It appears as though this is a known limitation with our Slack & Side Conversations feature.

    Slack has a rate limit for request that can be reached, depending on the volume of account activity. The messages your team has been receiving is the result of this rate limiting by Slack.

    While we unfortunately cannot control or adjust Slack's API rate limit."

     

    Hope this helps.





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  • Brett - Community Manager
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    Thanks for sharing this Silviana!

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