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SLACK Created Tickets -Group Selection Visibility Limitation
Posted Sep 06, 2022
In SLACK, it is not possible to hide groups from being selected by a user. We use groups to drive workflows and I am having to give them long, clunky names to try and discourage users from simply selecting any group (including default/unused groups and 2nd/3rd line groups are added as the assignee in the first instance. This screws up our TRIAGE workflow. This seems like an obvious fix to be able to limit the displayed groups (in the same way you can limit which forms are displayed to customers in the Zendesk "Submit A Request" form
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2 comments
Sean Bourke
Hey Richard Forbes (Leaver),
Thanks for your feedback. While we don't support the ability to customise the Slack ticket form (or the contents within it) today, you may be able to use the created_from_slack tag and Zendesk triggers to identify circumstances where a user has created a Zendesk ticket from Slack and assign it to a different group.
A sample Trigger for this may look like:
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Richard Forbes (Leaver)
This is helpful and how I am currently working around the limitation, but it creates a fair bit of admin when you introduce new groups, and without the other forms questions to whittle down the requestor's ticket, I just have to force these into general (1st line) triage, when they are probably trying to select second line specific groups for a reason, bumping user back to 1st line general or 1st line for the specialist groups does create a false expectation in SLACK.
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