Tip: Get Notified in Slack when @Mentioned on a Ticket
The Problem
Tickets I was @mentioned on were slipping through the cracks. The in-app notifications were helpful when I was in the Zendesk UI, but I spend 40% of my time outside of the queue. Email notifications were also a challenge due to the volume of tickets I handle each week. It was difficult to keep up.
The Solution
Utilizing a trigger, Slack webhook, and HTTP Target, I was able to implement a solution that would notify me in Slack each time I was @mentioned on a ticket.
Instructions
Step 1
If you don’t have one already, you’ll need to follow the steps outlined in this help article to create an HTTP target based on a Slack webhook.
For this specific solution, I’d recommend setting one up for your personal Slack DMs, but you can definitely pipe these notifications into any Slack channel of your choosing.
Note: You might need your Slack Admin to help you set up the actual webhook in Slack.
Step 2
Create a new trigger to notify this HTTP target using the conditions in the screenshot below and enter any JSON content that you’d like to include within this notification.
Note: If you have an Alias Name setup in your Zendesk User Profile, you’ll want to use your Alias Name for the Comment Text condition. At the time of writing this, Zendesk will look for the Alias name associated with the @mentioned user rather than the actual comment text.
Step 3
Test this trigger out to make sure it’s working as expected.
That's it!
It’s a simple solution, but it’s been really helpful for myself and a few of my colleagues so that we can keep a closer tab on the tickets that need our attention. I hope this tip is helpful for other community members.
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This is really cool, and we would have a similar need/use-case. But we don't use Slack. Does something like this work for MS Teams?
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This is cool, but it would be great if you could please provide us with a screenshot and the exact details you used for the HTTP target you created so we could easily just copy the setup instead of having to wade our way through it in a separate article. :)
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Kelsey Davis I did some searching and, based on this Zendesk community post back from 2018, it sounds like you can create an HTTP target for MS Teams. Once that's setup, you'll be able to follow the remaining steps in this post to get it setup.
Amie B. That's a great call! The actual JSON I'm using is pulling in some custom organization & ticket fields which is why I didn't include it initially.
I went ahead and removed those fields and the below JSON should help get you what you need. You can definitely tweak it as needed or desired though!
{
"attachments":[
{
"fallback":"You've been mentioned on a ticket",
"pretext":"You've been mentioned on a ticket",
"color":"#D00000",
"fields":[
{
"title":"Subject: {{ticket.title}}",
"value":"{{ticket.url}}",
"short":false
}
]
}
]
} -
Awesomeness! Thanks for updating the article with that for us. Much easier now to give this one a whirl. :D
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Popping in here to add an alternative method: use Slack's email forwarding feature
On Slack, open your Preferences and go to
Messages &Media.
Scroll all the way down to the
Bring Emails into Slack section.
Click the Get a Forwarding Address and copy the e-mail address.On Gmail, open your
settings and go to
Forwarding and POP/IMAP.
Click on
Add a Forwarding Address and paste the address you copied from Slack. Click Proceed.From there, you can create a search filter and have it forward to your slack address.
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