slack integration for zopim

35 Comments

  • Justin Hopkins
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    Agreed. There are a few chat support widgets that integrate with Slack (really though, only a few) and none integrate with Zendesk. I think it would be a killer feature for Zopim to have.

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  • Ramin Shokrizadeh
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    Hi Steen & Justin,

    Thanks for the recommendation on the possibility of integrating Zopim into a Slack channel.

    To make an integration like this, we need to have public webhooks and this is something the team is considering doing right now.

    If and when we have the ability to make a Slack integration, we will post an update here.

    Cheers!

    Ramin

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  • Abdelrahman Osama
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    +1

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  • Nathan White
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    +1  

    Ramin - any update on this?

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  • Ramin Shokrizadeh
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    Hi Nathan, 

    No update to give around a Slack integration and it isn't a priority for the remainder of 2015. Will update the thread if/when that changes.

    Thanks,

    Ramin

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  • Rebecca White
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    This would be extremely helpful to our large team as well.  Any updates on this? Any workarounds at moment - we would like to be able to somehow get instant notifications of a new chat on a monitor we use for the entire team

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  • Ramin Shokrizadeh
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    Hi Rebecca,

    Thanks for the feedback. No update to give around the Slack integration, we are still working on building the platform pieces that would potentially support an integration with a service like Slack that notifies people of new chats coming in.

    If you want a dashboard that has # of incoming chats on it, you may want to look at the Real Time Monitor functionality that is in the Premium package.

    Thanks,

    Ramin

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  • James Ray
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    Gotta throw in my 2 cents on this one, our department is desperate for a Slack integration.

    Our biggest problem with Zopim is that it does not do a good enough job of notifying our agents that a chat is pending so we end up missing WAY too many.

    We work on 2 monitors with an average of 8 different windows/programs/tabs running at the same time so when Zopim pops up a tiny bubble in the corner of one screen that stays visible for just a few seconds it causes major problems.

    It is also not user-friendly or efficient to show an Agent "away", if there was a way to quickly update status via Slack it would save our agents numerous steps.  

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  • Casey Jones
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    Slack would be amazing! And it would solve my issue where I need to be able to access Zopim on my phone & desktop at the same time (always walking back and forth from my computer)

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  • Wes Plate
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    Yes please.

     

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  • Wes Drury
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    +1 - Zendesk now has an integration with Slack so I would love to see Zopim to have one.  I currently do not use Zopim because of this as we use another chat agent that integrates within Slack and Zendesk.  Hope it can get on the roadmap soon as I'm seeing a good number of chat clients going this direction.

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  • Harish Chilbule
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    @Wes Drury thanks for your feedback.

    What type of information and chat events would you like to have it sent to Slack? And what is an ideal workflow you would like to achieve?

     

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  • Wes Drury
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    @Harish - Since we use SLACK as a centralized notification and communication hub, I believe like most users mentioned at least a notification about chat activity and a link that would take you directly into the chat.  The ability to set thresholds would also be nice like if someone has been on the same page for over 5 minutes, I would like to get a notification so I can check and make sure they are finding everything they need.  The solution I'm using now actually creates a new temp private channel and I actually chat directly to them from within SLACK so I see what they type and they see what I type even though I'm using SLACK and not the actually chat interface.  I'm using SLAASK which was written directly for SLACK so it doesn't have all the features that Zopim has but it has enough for what I need which is mainly the chat piece.  Thanks for listening and feel free to reach out to me if you have any more questions.

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  • Wes Plate
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    What Wes said. Slack is the central notification hub, and if we can communicate back to Zopim directly, even better. I at least want to be notified, like I am notified of new support tickets.

    Then I can either respond to the chat via Slack or I can click/tap the link to go to the chat.

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  • Harish Chilbule
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    Thanks @Wes Drury for explaining things in more details.

    We are currently internally experimenting with Zopim chat webhooks which can potentially deliver zopim chat events to external systems like Slack. NO ETA yet, will share updates as things progress.

    Wondering if having a native desktop app for Zopim addresses some of your notification concerns / use cases? 

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  • Harish Chilbule
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    Thank @Wes Plate for your feedback 

    Would you share a reason for having all the zopim chat notification inside slack? if chatting via slack is not possible. 

     

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  • Kevin Kroese
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    Is there any integration currently with Slack that will at minimum just notify you of an incoming chat?  As a previous commenter said, it would help with not missing too many chats.

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  • Wes Drury
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    @Harish - While I can't speak for all users out there as my use case may be different from others.  We currently don't use Zopim alot however I've implemented Help Centers for alot of clients that do but we would use it a little more if it could integrate in SLACK.  Here is a little background on me - I work for a K-12 school district that that has over 60+ locations, 25,000+ devices (pc's desktop, laptop, etc..), 20,000+ network devices, etc so we have to monitor alot of systems.  Instead of having 5+ apps open we've integrated all of alerts/notifications into SLACK.

    Wondering if having a native desktop app for Zopim addresses some of your notification concerns / use cases? 

    I don't think this will matter as I don't need another application that I need to monitor and open, I really just want one centralized communication hub.  I'm always in SLACK not only talking to my staff but also getting alerts via Visual Studio integration, Trello integration, Solar Winds alerts, OPs Mgr alerts, etc... So for me a single desktop app that only does one thing is not worth having.  At the least, notifications via chat webhooks will be a great start.  Here is a good live example that we use today so this is kinda our workflow minus the chat notifications:

    I'm busy working away when I see a notification pop up in SLACK, I see a core switch just went down at a location via the Solar Winds webhooks.  Now I see some incoming chat request from that location, I already know what the issue is since all my notifications are coming to me from one spot so I can easily tell the customers that a tech is already on their way as they also received the notification via their phone from SLACK.  The tech arrives and fixes the core switch, logs in Zendesk and there is already a ticket open as our Solar Winds also sent a ticket to Zendesk when it sent the SLACK notification.  The tech could also see who submitted the chat request so he could go personally check with them and make sure they are good to go.

    This is our workflow today but I'm sure other companies have a similar process so hopefully that answers:

    Would you share a reason for having all the zopim chat notification inside slack? if chatting via slack is not possible. 

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  • Nathan White
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    I'm 100% with @Wes Drury.  I've been waiting since October last year for some movement on this topic.  Glad to hear there's some internal webhook movement at Zopim.  Any notification options would be amazing...

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  • Wes Plate
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    I'm with Wes too. He's describing it better than I can.

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  • Harish Chilbule
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    Thanks @Wes Drury for your answer and sharing your thoughts. Indeed you explained things well, I clearly understand your use case and scenarios. 

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  • Wes Drury
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    @Harish - thanks again for listening and asking questions.  Feel free to reach out to me if you have any other questions or would like me to test some webhooks.   Have a great day!

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  • Jamie Waters
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    +1.  It's crazy this hasn't already been done and will have to use an alternative in the meantime. 

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  • Camille
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    Zendesk chat may be the least live chat solution when it comes to features. 

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  • Nathan W.
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    Can someone from Zendesk please update us on the status?  Are webhooks or a solution available on this integration yet?  We've been waiting years!  :)

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  • Brennan Valenzuela
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    +1

    Example use-case:
    update #team-live-chat channel in Slack every hour with:
    - how many total chats served for the day
    - how many total chats served the last hour
    - how many total chats missed for the day
    - how many total chats missed the last hour

    - number of active chats

    - number of active advisors

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  • Jon
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    We are interested in any forms of integration zendesk chat and slack.

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  • Tsubasa Kondo
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    +1

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  • JoPinto
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    I'd like to see this as well. Zendesk Chat ---> Slack would be great.

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  • apparray
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    Thanks for providing great app, recently some startup engineer also working as customer success team, if you implement Slack integration for Zendesk Chat, It will reduce engineer's troublesome.

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