Push notifications from Zendesk to Slack

17 Comentarios

  • Dan Cooper
    Community Moderator

    Great post! 

    1
  • Brett Bowser
    Zendesk Community Team

    This is awesome. Thanks for sharing Jacob!

    1
  • Jacob J Christensen
    Community Moderator

    Thanks, guys!

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Excellent tip, Jacob! Complete with step-by-step instructions and screen shots.

    Thanks for sharing!

    2
  • Jesse Marion

    *Updated* HI Jacob J Christensen Thank you for this article, I am experiencing an issue getting the notifications into slack which I am hoping you can help me out.

    Objective: send Slack Notification for tickets with High or Urgent priority to the assignee when end-user has replied to a ticket.

    I tested the Extension and received the notifier via my personal slack DM/Channel, my test ticket will send directly to me if the ticket has a MEET any condition of Assignee is Jesse Marion

     

    Is there any rule/code that can DM the assignee of a ticket when the end-user replies on a ticket with Urgent/High priority? @Slack_user or something?

    1
  • Jacob J Christensen
    Community Moderator

    Hi Jesse,

    I'm glad you're finding the article useful. It has been a while since I set this up and I'm not currently relying upon it for work.

    I'm sure there is a way to achieve the advanced DM setup you're seeking, but it's a bit out of my reach at the moment.

    I would probably opt for something simpler like a shared channel and have the individual agents set up keyword alerts for their agent name.

    Is that something that could work for you?

    0
  • Yaroslav Anyukhin

    Used this post twice already, how come I can't like twice ? :)

    2
  • Nicole S.
    Zendesk Community Team

    It's just the way Gather's voting works. But we are so glad to hear that Jacob J Christensen's post has been so helpful to you! 

    0
  • Jamal Westfield

    Hey,

     

    Is there any to implement slack @here for example in these webhooks?

     

    Thanks

    0
  • Jacob J Christensen
    Community Moderator

    Hi Jamal,

    Sorry I didn't see your comment until now.

    Adding the following to the "text" part of your JSON should include an @channel mention to the message:

    <!channel> \n

    This is what it looks like for me:

    I haven't tested if the same is true for @here, but perhaps you can try that out and let me know how it goes?

     

     

    0
  • Richard Ly

    Great article and easy to follow.

    Thanks for putting this together.

    1
  • Ali Madlool

    Is it possible to use this to send DMs to end-users when they create tickets? and follow up updates whenever the ticket is updated?

    0
  • Shamim Rehman

    Would this works with conditions of: 

    and cause a slack message to notify the channel that there was an inbound call or does it only work with an actual ticket creation (end state)?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Shamin,

    This would only work once the ticket is created since Triggers can only function on tickets.

    0
  • Jacob J Christensen
    Community Moderator

    Hi Ali Madlool,

    That sounds interesting, could you maybe elaborate a bit on what you have in mind? Are your end users/requesters part of your slack workspace?

    0
  • Ali Madlool

    Hi Jacob,

    Yes, end users are part of our slack workspace.

    What I had in mind is the ability to do exactly what is shown here in this article but instead of pushing it to public channels, I want to push them to the specific user's DMs

    0
  • Jacob J Christensen
    Community Moderator

    Hi Ali,

    Sorry for the late reply here!

    I'm not sure it is doable, last I checked something like that I believe there was a limitation on Slack's end sending DMs, but I could be misremembering. Unfortunately, I don't currently have the bandwidth to investigate further. 

    I do hope you find a solution and if you do please share it here.

    0

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