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Slack Integration Options
Posted Jul 25, 2024
User Stories
As a Salesperson, I need to use Slack to engage our support teams using Zendesk as it is my channel of choice and easiest for me to use.
As a Salesperson, I need to use Slack to make it easier to collaborate with my peers in a way where all activity is logged against my existing ticket with support teams on Zendesk.
As an Agent, I need to be able to use Zendesk to respond to our sales staff on Slack as this was the channel they submitted their original request, as they may not want large amounts of email traffic.
Problem Definition
The specific problem we’re looking to address is to create a way where our Slack-oriented users who do not use Zendesk can create a ticket via Slack in a channel, have the ticket managed in Zendesk by our agents where all replies go to the original Slack conversation, and allows collaboration from multiple Slack users which all update the original ticket.
Current State
Whilst there are different ways to integrate Slack and Zendesk, neither seem to be effective in allowing seamless collaboration for users between the two systems.
There are four different integrations between the two systems, and neither of them is a ‘complete’ solution in the way it allows users to create a ticket from Slack which can be managed entirely via Slack with an agent who is working via Zendesk:
- Slack to Zendesk Ticket (manually via Slack Message Shortcuts)
- This method allows for a Zendesk ticket to be created via Slack, however this needs to be manually triggered by an agent in Slack, and there is no way for the agent to send replies via this same method. Despite creating the ticket via Slack, there is no way for agents to send replies to Slack from Zendesk. It can be confusing for our internal staff who use Slack to submit their requests via this channel, only to receive updates via email.
- Slack to Zendesk Ticket (via Slack Workflows)
- Like the above, if a Zendesk ticket is created via Slack Workflow, Zendesk does not recognise Slack as an option in the omnichannel composer to send a reply. We have a workflow where we invite users of Slack who do not use Zendesk to submit their requests via a Slack Workflow, however when the ticket is created all replies are received via email.
- Slack Direct Messages Channel
- This method allows us to create a ticket in Zendesk where the agent can opt to send replies via Slack, however the user is forced to use DMs which limits functionality in circumstances where they need to collaborate with other Slack users.
- Zendesk Side Conversations to Slack
- This workflow is the closest in which it allows users who primarily reside in Slack to send comments which are added to a Zendesk ticket (in the form of a side conversation). It resides in a Slack channel and allows all members to view the conversation and contribute with their own comments, all of which are added to the Zendesk ticket for agent visibility. The only issue with this is that this needs to be manually triggered by an agent in Zendesk as a side conversation, since Side Conversation via Slack is not an option in Zendesk triggers.
Desired Outcomes
Considering the above, we’d like Zendesk to consider possible changes to the integration. A desired path may look like:
- Slack user posts in a channel or submits a workflow to initiate a ticket.
- Zendesk ticket is created (manageable via triggers for routing etc).
- Slack channel automatically logs the ticket has been created via a post.
- Zendesk ticket contains Slack as an option in the omnichannel composer.
- Agent replies via Zendesk using the above option.
- The original Slack post receives an update in the form of a thread.
- Subsequent replies from the Slack user (or other collaborators) in that thread appear in Zendesk.
- Agent can view all responses to Slack thread via Zendesk.
- When the agent Solves the ticket, the Slack thread is updated for a final time, acknowledging the ticket is closed.
We acknowledge that there may be limitations from Slack which may not be feasible to resolve.
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5 comments
Andrés at Connex
You may want to check this resource about building your Slack Zendesk integration (threads included)
https://www.youtube.com/watch?v=COXatuVnozM
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Andrés at Connex
Am I able to post links here?
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Shawna James
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Nick S
Hi Andres, thank you for sharing that, however we do not use Zapier and ideally would like a workflow that doesn't rely on another third party.
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Mor Cohen
I'm experiencing the same thing, would like to communicate smoothly with the customers via slack and not have them enter the zendesk portal but could'nt find something that works good for this use case.
I think the only option is to either use Zapier / external provider or just write your own code to do it….
Following here to see if anyone has better solutions?
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