Allow for disabling Slack notifications when internal note is written
Feature Request Summary:
Zendesk should have the ability to disable Slack notifications being sent to a specific channel when an internal note is written, or for other changes the user can not see. Notifications should still be sent for other tickets update that the user can see.
Description/Use Cases:
A B2B company is using Zendesk and uses Slack to inform their customers when a ticket is created or updated within their organization. This is useful for the customer as their employees can see which tickets are created and updated. However, we do not want to share internal notes with our customer, as they are by their nature, internal.
Business impact of limitation or missing feature:
Leads to the company using Zendesk and Slack either not using internal notes when having such a Slack integration, or to the company not using the Slack integration in the described way.
Other necessary information or resources:
N/A
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Hey Mathias Møller,
Thank you for your feedback. We understand that the options for notifications in Slack are limited and do not consider broader business logic.
We're currently working on bringing Slack notifications into Zendesk triggers. This will enable you to define when you want to notify a Slack channel based upon broader ticket logic and conditions which exist within triggers. In addition to this, you'll be able to define the content within a Slack notification, so you can include (or exclude) content and include any content placeholders.
Please let me know if you'd be interested in connecting, as it would be great to understand your use case in more detail and to confirm that the enhancements we're working on will help you.
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Hi Sean,
Thanks for the update! Very interested in connecting, and also willing to try out the new functionality if thats a possibility :)
Mathias
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