@mention slack user functionality on Zendesk
I am interested in a feature where I can use @mentions or tag a Slack user inside of a Zendesk ticket. This would allow the user to be notified of a response and even more helpful allows non followers of a ticket to be tagged on slack when something is in need of their review. The integration would need to be capable of pulling up the Slack user data to be displayed in Zendesk side.
Please let me know if I can explain further or collaborate on this feature. Thank you!
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Hi @...,
Thanks for your feedback! There have been a few request's for @mentions in the Slack integration, definitely agree that this would be a good feature to have in the integration.
We've captured this as a feature request for the Slack integration and will let you know if and when we decide to develop this.
Thanks,
David
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Hey Fikir,
Whilst this feature is not currently built into the Slack integration; i'd recommend for you to check out this post here in the link below. When an agent @mentions you in Zendesk, it can also ping you in slack too. It has the steps on how to set up this workaround until Zendesk built such a feature. :)
Best,
Amie
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We're just starting to investigate using the side conversations feature and this would be a huge plus to be able to do mentions, especially when we need to tag in a specific person or escalate to a specific user group. For example, we have a guru mention group for our new associates to ping/ask questions to the senior team members about tickets. If they can do that from the ticket with the mention instead of going into slack, it would be incredibly useful!
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Something I did notice today is that mentions for user groups seem to work as well as mentions where there is not a space in the display name. If the user has a space in the Slack display name, this doesn't work.
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Was there any update on if this capability was added? I was wondering if we could mention people on slack through Zendesk so our team doesn't miss any of the tickets we submit.
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