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Slack integration - Additional and mandatory fields prior to submitting ticket from ticket creation in Slack UI
Posted Dec 08, 2023
Description/Use Cases:
From the ticket creation UI in Slack that sends the ticket to Zendesk. There is a need to have more fields and the option to make fields mandatory before submitting a ticket to Zendesk. 
What problem do you see this solving? (1-2 sentences)
This will help ensure that when a ticket is created from Slack there is an assignee, and other mandatory fields so the tickets are categorized and assigned to be picked, and reduce the chance of the ticket not being handled.
When was the last time you were affected by this lack of functionality, or specific tool?
The lack of functionality allows for tickets to open in Zendesk without mandatory fields which can create a backlog of tickets without an assignee or other mandatory information.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Have not found one.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
For the UI to have the option for more fields to add mandatory information such as severity. The mandatory fields will help ensure a ticket created from Slack has all the information needed to action the ticket.
6
4 comments
WOSM IT Support L2-L3
Please add this feature. It will help a lot for users when creating ticket from Slack. It also helps the tickets to be streamlined to specified support teams for companies with multiple groups.
2
Ben Reppe
Configuration of these fields would be great. Another option that we've tried is using a Slack workflow to collect the needed data, then have that data feed into the current ticket form as a step in that workflow, we've been told this is not possible. For our purposes the out of the box integration is too ambiguous and requires more manual intervention by our teams.
1
David Huntley
Custom ticket forms are at the core of structuring our internal support experience. We would like the experience of creating a ticket in our org to be same whether you create it via the Help center or Slack. Zendesk has implemented basic slack workflows but again have chosen not to include any custom form functionality. We have created a workflow that would take details from a slack form and place them in a create ticket workflow using variables. However we are limited again because Zendesk has not developed multiple choice or checkboxes as workflows variables. This is a very manual task that would involve making many business rules to populate fields that could be filled by the user with a custom form ticket option in either the slack zendesk app or as an option in your slack workflow offering.
There are other solutions that allow you to do this with Zendesk's api including competitors using it as a way to transition users away from Zendesk. I think this would be a small task to fix and offer big value to customers. We don't feel Zendesk customers should need to rely on a third party to have basic ticket functionality within their main communication hub.
1
ayumi.t
この機能を早く使えるようにしてほしいです。Slackでもカスタムフィールドの値が指定できると、届いた内容のデータ分析がより細かくできるようになると思います。
0