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Shane Caplice's Avatar

Shane Caplice

Incorporación 30 sept 2022

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Última actividad 09 feb 2023

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Última actividad de Shane Caplice

Shane Caplice hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

Hey Jacob the Moderator 
I am looking to piggy back off the setup that Victor Hrsit was asking about in the comments.

I am struggling with the slack_user_id custom field setup

I want to be able to @tag the ticket assingee through the webhook in the slack channel.

I can get the @here & @channel webhook to fire correctly, but struggling with the agent setup. 

Can you explain the exact setup for Zendesk>Custom fields? Do I require a custom field per agent with their slack ID? I'm currently testing this is the Sandbox setup, which is not integrated with Slack - but I imagine this does not matter.

Thanks in advance 

Ver comentario · Publicado 07 feb 2023 · Shane Caplice

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Shane Caplice hizo un comentario,

ComentarioSlack integration

I have a trigger to notify Zendesk integration > Slack integration > Private Channel

When trigger is actioned, it will post into the channel fine, however when the ticket has a comment update, we want the response to add to the thread (which it does) - however when the thread is replied to, it will automatically send the response to the channel too? This causes way too much noise within the slack channel.

There seems to be no setting within slack for this to happen by default.
Notification Body:


*Requester*: {{ticket.requester.name}}
*Ticket Group*: {{ticket.group.name}}
*Details*:
{{ticket.latest_comment}}

 

Ver comentario · Publicado 24 nov 2022 · Shane Caplice

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