Nicolas Distefano

Hi, I think the answer does not provide a solution. The documentation says the breach event will always be recorded, whether the ticket is breached or not.

Isn't there a flag or something that says if it actually breached the SLA?

This is a basic functionality that needs to be re-added as soon as possible. 

Hi team, this feature needs to be enabled, it's a basic feature for a ticketing system. We do not want to send AI-generated messages, we just want to provide basic information every time some conditions are met. This is enabled in every ticketing system.

Having the “workaround” of generating a webhook is way far from optimal, as a bad trigger configuration could cause a really big mess on the API quota we have.

Hi team,

I think the integration could be much better. This is our current experience:

As of now we have 70+ groups of agents, and almost each one of them wants to receive a Slack notification in their own private channels every time a ticket is created/updated.

To do this, they have to:

1. Contact an Admin.

2. Invite Zendesk app to their private channel.

3. Invite the Admin to their private channel.

4. Tell the Admin what notifications they want.

5. Admin has to go to Triggers and wait for the private channel to show up in the list of channels (sometimes it takes an hour to sync).

6. Wait for the Admin to manually configure the trigger by cloning an existing one.

7. Test it.

Imagine this for us, the support team (and only admins), to do it for the 70+ groups, because we can't give them Admin just to do that and we do not want anyone else to access Triggers as there are critical workflows configured.

The normal experience (not the greatest but the normal one) should be like this:

1. Any Agent wants to configure notifications for himself/herself or his/her group.

2. The Agent goes to Slack and types /zendesk notify

3. A pop up appears:
3.a. Choose Zendesk instance.

3.b. Choose type of notification (Individual/Channel).

3.c. Choose channel (unless chosen Individual before).

3.d. Choose conditions of event to notify (Ticket created/Ticket updated).

If Zendesk app needs more permissions on Slack to do it, that's ok. It's a ticket management tool, it has priority over almost any other thing. There are way less critical tools with way more permissions in Slack.

Zendesk really needs to improve this integration. 

Hope this comment helps.

Thanks!

Hi team, there has been a while this feature is being requested. Most of the agents keep their views at sight to see if there's any update on them. Not being able to refresh it means we are forced to switch screens to check our emails or slack channels, and this is not a good agent experience. Agents should be able to manage everything from one place, and that's the direction Zendesk is going to with its Agent Workspace and other related features. Not sure this one, one of the most important ones, is not part of this effort.

Please consider prioritizing this.

Several links are broken. Would be nice to update them and reactivate this initiative.