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Agent Slack notifications
Planned
Posted Oct 04, 2019
I would love to be able to set up a Trigger that sends a Slack message to the assigned agents Zendesk Slack channel when a customer updates a ticket.
We have had this functionality with another platform and found it much easier than emails which easily clog an inbox.
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10 comments
Official
David Gillespie
Hi folks,
Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thanks,
David
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Nicole Saunders
Thanks for the feedback, Olivia! We'll keep this thread open so that others can add their votes and comments, to help us gauge need and impact.
I also see that this is your first post. Welcome to the Zendesk Community!
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Colin Cooper
This feature would be incredibly helpful to me as well.
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Nicole Saunders
Hi Colin -
I see that this is your first post. Welcome to the Zendesk Community!
Can you provide any additional insight or details about your use case?
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Olexandra Vasilyeva
Hi Nicole!
We also would be grateful for the opportunity to configure and receive notifications by custom triggers into our Slack channels.
Is there a chance this feature will come up soon?
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Nicole Saunders
Hi Oleksandra -
We have not received any updates from the product team on this, but thank you for sharing your interest! It's always helpful to get details on how you would implement this functionality and what impact it would have for your business.
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Sharjeel Ahmed
Hi,
Is this feature released?
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Devan La Spisa
Hello @...,
Slack integration is live. You can learn more about the functionality and how agents can be notified in the following article.
Understanding, installing and configuring the Slack for Zendesk Support integration
Best regards.
0
Hugo Silva
Hi @... and Devan La Spisa,
The feature would be awesome if we could have a dashboard within the App Zendesk on Slack, where we could see in tabs the latest messages (updates to the ticket, answers from the customers, information about tickets that we're following), the tickets that are assigned and we're following, from the perspective of the agent. (This would be called personal configuration. This would be different from tracking the tickets to a channel as it is happening right now.)
This would enable agents to see the notifications from their tickets pop up fast, allowing them to read the ticket already directed on Slack instead of having to check the email or constantly refresh the Zendesk app support.
This would make the support much faster and easier to track, instead of always checking the queue.
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Shawna James
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