@mention slack user functionality on Zendesk


  • David Gillespie
    Zendesk Product Manager

    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.



  • Amie Brennan

    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. :)




  • Sara Ledger

    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!

  • Sara Ledger

    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.

  • Jarrett Givens

    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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