Recommendations on third-party slack integrations to notify about Community posts

Answered

Posted Mar 09, 2023

Hey folks,

I manage our community and we have a slack app that was integrated pre-my time at my company where when a Community member makes a post or comment, it sends an email and the email is logged into a slack channel. Every single community post/comment.

Recently, I've been revamping our Community initiatives, and it has brought in more engagement, but yes, it also has increased these posts in slack.

I want to get rid of it. Does anyone use another tool or have any recommendations for other apps?

Ideal situation...

Community member makes a post > the post is integrated into a slack message
The message in slack includes the person's name, account, date/time, and a snippet of the message.
Comments for this post are captured in slack but it doesn't come in as an individual message
Other things to note - we have Salesforce and Gainsight to house account/CSM interactions

I know this is a unique ask and appreciate any thoughts or comments; happy to provide more context.

3 comments

Date

Nicole Saunders

Zendesk Community Manager

Mar 11, 2023

Hey Francisco -

What we did at Zendesk was create an integration between Gather and Support, so we get a new ticket whenever a new post is created, and then comments thread on the ticket just as they do in a community post.

This enables us to report on community activity beyond the basic Guide/Gather dataset, as we can now apply tags and such to our community tickets. It also gives us that administrative backed to review and "triage" new posts that come in.

Another benefit is that it's made it really easy for us to bring other teams into community conversations, as we can now assign a ticket over to another team. The way the integration is set up, it's really easy for agents to move between tickets and the community posts.