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.
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.
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.
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.
Test this trigger out to make sure it’s working as expected.
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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