Chris Devers

YES!

This was working for us until April, then poof, gone. Now, when anyone posts a Zendesk ticket URL to our Slack instance, we don't get an unfurl/preview of the ticket, which makes it way, way more annoying to have a troubleshooting conversation about the problem without having to flip back & forth between the two applications. 

Another side benefit of the unfurling was the fact that the text from the Zendesk preview became searchable in Slack, so if we needed to search for cases where a particular customer, problem, etc had arisen, it was very fast to find such information. Now that’s gone.

PLEASE BRING THIS BACK!

I’m seeing a version of the same problem: until a month or so ago, if someone posted a Zendesk support ticket URL into my employer’s Slack instance, the header of the support ticket would be unfurled, and we’d get a preview of the ticket right in Slack, which was great for seeing at a glance what the ticket was about, who it came from, etc. This stopped working for us in April, and after a bunch of back & forth with tech support folks at both Slack & Zendesk, it seems like the problem is that Slack deprecated an API that Zendesk was relying on, and the existing mechanism to do the link unfurling is now non-functional. It would be great to get this back, as it was a huge time saver.