Tip: Get Notified in Slack when @Mentioned on a Ticket

11 Comentarios

  • Kelsey Davis

    This is really cool, and we would have a similar need/use-case. But we don't use Slack. Does something like this work for MS Teams?

    0
  • Amie Brennan

    This is cool, but it would be great if you could please provide us with a screenshot and the exact details you used for the HTTP target you created so we could easily just copy the setup instead of having to wade our way through it in a separate article. :)

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Kelsey Davis I did some searching and, based on this Zendesk community post back from 2018, it sounds like you can create an HTTP target for MS Teams. Once that's setup, you'll be able to follow the remaining steps in this post to get it setup.

    Amie B. That's a great call! The actual JSON I'm using is pulling in some custom organization & ticket fields which is why I didn't include it initially.

    I went ahead and removed those fields and the below JSON should help get you what you need. You can definitely tweak it as needed or desired though!

    {
    "attachments":[
    {
    "fallback":"You've been mentioned on a ticket",
    "pretext":"You've been mentioned on a ticket",
    "color":"#D00000",
    "fields":[
    {
    "title":"Subject: {{ticket.title}}",
    "value":"{{ticket.url}}",
    "short":false
    }
    ]
    }
    ]
    }

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  • Amie Brennan

    Awesomeness! Thanks for updating the article with that for us. Much easier now to give this one a whirl. :D

    0
  • Tal Raviv

    Popping in here to add an alternative method: use Slack's email forwarding feature

    On Slack, open your Preferences and go to
    Messages &Media.
    Scroll all the way down to the
    Bring Emails into Slack section.
    Click the Get a Forwarding Address and copy the e-mail address.

     

    On Gmail, open your
    settings and go to
    Forwarding and POP/IMAP.
    Click on
    Add a Forwarding Address and paste the address you copied from Slack. Click Proceed.

    From there, you can create a search filter and have it forward to your slack address. 

    1
  • Jared Young

    The help article linked is broken or not accessible. Is there an alternative link that can be provided so i can understand on how to set this up? Thanks. 

     

    https://support.zendesk.com/hc/en-us/articles/115011298868-Example-Integrating-the-HTTP-Target-with-Slack

    3
  • Danielle Biondo

    I am seeing the same!

    Chandra Robrock (Chandra Robrock, Chandra Robrock

    2
  • Bruno Lima

    Any plans for making those articles accessible to us?

    0
  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Jared Young Danielle Biondo Bruno Lima - Apologies for the delayed response! The previous email notifications got lost in my inbox. 

    I wrote this user tip back in 2021 and, since then, Zendesk deprecated the HTTP target feature, which would explain why they also archived the help article I previously referenced.

    I'll make note to edit this tip to reflect their newer Webhooks feature but, in the meantime, you can follow Step 1 & 2 of this help article: https://support.zendesk.com/hc/en-us/articles/4763619757978-How-can-I-receive-notifications-in-Slack-when-a-ticket-is-rated-negatively-

    I'll post another update once I've had a chance to update this User Tip accordingly. 

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  • Danielle Biondo

    Hi Chandra Robrock thank you! We found that article and this is what we setup currently and is working for us. Appreciate the response! 

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  • 윤세희

    Thanks! I solved it thanks to 😆

    0

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