Existing Slack threads mapping to new tickets and auto-attaching side conversations

Posted Jan 15, 2021

I am evaluating zendesk and we currently support our customers very heavily through slack threads today, so my team may enter a slack thread that already exists, and ideally I would want to create a ticket from that thread and automatically attach a "side conversation" to that existing thread, copying the current contents into the zendesk side conversation and then following the thread as a side conversation in zendesk. Today this is not possible based on the way the zendesk slack app works. Do you have any suggestions for web hooks or other call/automations I could create in order to enable this behavior?

My current experience can be seen in these two screenshots, and I would rather there remains a single slack thread.

thanks!
Dan

4 comments

Date

David Gillespie

Zendesk Product Manager

Jan 15, 2021

Hi Dan Ochs,

Thanks for detailing this use case and outlining the behaviour you'd like to see out of the app, makes complete sense and would be a great experience, particularly if we captured all the prior messages in the Slack thread.

I'll take this to the team and see how we might solve for this use case.

Thanks,

David

David Monteiro

Mar 14, 2024

Hey @...,

Any news or update on that?

We're hitting the same 'wall'. The side conversation to Slack is disconnected to the ticket creation from Slack, it makes interacting with SMEs in Slack very messy, and almost quite impossible. From the API documentation, it looks like there is no way to use Slack's Thread ID, that would allow to make a link between the two.
Also, on a side note, not being able to use Zendesk in the Slack workflows is also a pain. One use case for it is to trigger the ticket creation from adding an icon on the message rather than the lengthy agent actions (...) > More Actions > Create a ticket

Dan Ochs did you find a workaround for this?