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Slack integration changes.
Answered
Posted Mar 25, 2024
Over the weekend an update was launched and now we no longer get the colored pars based on status from the ZD<>Slack Integration. This was key to managing ticket traffic in our organization and I need to get it back.
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8 comments
Official
David Gillespie
Hi Jeffrey LeBlanc,
Thank you for submitting this feedback and appreciate the change in the UI.
As part of the release of multi-instance support for the Slack integration, we took the opportunity to migrate off Slack's legacy message attachments to block-kit, and unfortunately Slack doesn't have a direct replacement of the coloured bars in block-kit.
Our recommendation is to use markdown to add emojis within the notification body of your Slack triggers to add the additional colours and highlights to the messages.
Thanks,
David
-3
Nick Byma
David,
I think you grossly misunderstood how vital it was to quickly see the ticket status color. It’s a shame this wasn’t considered more in your development process, no heads up given, and a clunky workaround to wash your hands of a solution.
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Jeffrey LeBlanc
David,
That is an absolutely unacceptable workaround to a key feature to be replaced by multi-instance which is completely useless to my team with our structure.
How can we get a version that rolls back to the message attachments and allows others that want multi-instance to move and make the decision for themselves?
3
Joseph Hamdan
I agree with everyone who protested this, it makes no sense to remove a critical feature like this just to solve a technical problem. The markdown recommendation does not replace this feature in any way, not to mention that formatting these messages is already challenging enough for the user.
1
Jeffrey LeBlanc
@david How do users that do not need or desire multi-instance support move back to using legacy-message-attachments?
0
Siobhan Robson
@david I'd like to add my voice to the chorus saying this change has negatively impacted my team's Zendesk integration and our daily workflow.
If there's no way to roll this back, please set up a specific tutorial page to help users set up those markdown triggers for emojis within the notification, in a way that works with the multiple different statuses that a ticket may be under.
1
Adam Sentz
Sounds like this is on Slack's end, but, for what it's worth, it bummed my Support crew out. The lack of a heads up was disruptive to our operations. They are doing the emoji thing, but it's a definite downgrade visually despite the additional opportunity for whimsy.
0
David Gillespie
Hi folks,
Big thanks to everyone who’s provided feedback on the notification formatting change and also the integration in general.
After hearing your feedback, we’ve worked over the weekend to separate the changes to the notifications from the general release of multi-instance and are reverting back to the older format of the notification messages.
We initially made the update to the notifications to help future proof the integration which was using a legacy message format and migrating to the newer format recommended by Slack (Block-kit). We are still aware that we will need to migrate at a later date but will work with both Slack and customers to help minimize any disruptions. Slack has informed us that the legacy messages will continue to be supported whilst we finalize our plans to migrate.
Thanks,
David
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