Slack integration - Mirroring tickets with Slack threads

Posted Nov 08, 2021

Hi,

We support some of our customers via Slack threads, and we would like to have the ability to not only receive notifications but also to see the contents in slacks, meaning:

- the client can create a ticket from Slack (already possible)

- from then, we work from ZD and they work from Slack, and any update in one system is mirrored in the other system

Thanks

4 comments

Date

Sean Bourke

Zendesk Product Manager

Nov 17, 2021

Hi Simon,

Thanks for your feedback.

It would be great to clarify what you mean when referring to 'work from Slack'. Is there an anticipation that the customer would also have some involvement/influence over the ticket, or that they provide context and feedback?

Zendesk Side Conversations provides the ability to create a link between a Zendesk Ticket and a new Slack Thread, where agents within Zendesk can talk directly to users in Slack. Would this be applicable to support the mirroring between the two platforms?

Simon

Nov 17, 2021

Hi Sean,

Ideally, mirroring should work in both directions, ie this is the ideal flow for our case:

0/ we synch a slack channel with ZD (shared between our client and our organization ; example : "support_clientA") https://support.zendesk.com/hc/en-us/articles/4408833756698#topic_wzf_px4_ldb

Then:

1/ ClientA can create tickets from this slack channel (I understand this is possible) https://support.zendesk.com/hc/en-us/articles/4408843621530#topic_qt2_1z4_ldb

2/ Each change of status from our side is notified in the same thread in slack (I understand this is possible) https://support.zendesk.com/hc/en-us/articles/4408843621530#topic_qt2_1z4_ldb

3/ Each message that is typically sent by us to clientA by email is ALSO sent in the same slack thread (I understand it's not exactly what the side conversations do, because they require an additional action from our support team + it creates a new message instead of going in the original thread: is this correct?) https://support.zendesk.com/hc/en-us/articles/4408844206746-Using-side-conversations-in-tickets

4/ And finally, give the possibility to ClientA to also ANSWER our questions via this same thread in slack, instead of answering per email (I understand that this does not exist)

I would be happy to talk with you if possible!

Thanks