Looking for advice on how to setup notifications.

4 Commentaires

  • Carsten Falborg - Proventic.dk
    Community Moderator

    Hi Andrew

    In Slack you can install their Incoming Webhooks app to any channel in your Slack. Then create a HTTPS target in Zendesk and a trigger that fires on whatever conditions you like. That way you can ie. send a message in Slack when you are assigned to a ticket.

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  • Joe Tinter

    Hi Andrew! You can send HTML Targets to IFTTT and you don't need to use a token to POST to your IFTTT Webhook from Zendesk. If you want some more information about how to write up a Zendesk trigger and have it post to IFTTT through a Webhook recipe/Applet, let me know, and I can help you out!

    What Carsten has said above is true as well. You can set Slack Incoming Webhooks with specific trigger conditions as well. (ie. when assigned to you, notify Slack webhook target). I've done both IFTTT Webhook recipes as well as Slack Incoming Webhooks too.

    Heck, if you wanted to, we could probably get Alexa to fire if a Zendesk trigger target was set if you want ;) Did some preliminary checking on that, but it's definitely possible ;)

    Let me know if you need some more specific help on this and I'll give putting together documation a shot sometime later this week!

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  • Andrew Stein

    Thanks!  I forgot to mention that I already have Slack setup, and I use that to keep an eye on all ticket updates in case one of my techs missed it.  The problem is notification overload so it is very easy to lose notifications on the tickets that I'm working.  So, what I need is some sort of unique notification (whether Slack, Windows Desktop notification, as well as a push to my phone) that stands out so it doesn't get lost in the noise.   

    I suppose if I can mute the channel for the normal Slack updates, and create a second rule that sends me Slack notifications on my phone and desktop, that would work.  

    The other problem involved with this is setting the trigger.  Obviously, one would be if I'm the owner of the ticket.  However, when my techs want me to take over, they'll mention my name in the body.  Ideally, they would set me as the owner and/or @ me in the body so I can create a trigger, but I want something that is more fool-proof.  This is where I start to get lost.  Do I make a trigger that includes looking for my name in an update as one of the conditions?  Or should I make it so it adds a tag with my name, and use another trigger to notify me if my name is tagged in a ticket?

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  • Carsten Falborg - Proventic.dk
    Community Moderator

    Hi Andrew

    First, before i get into the trigger setup, I want to direct your attention to the Zendesk app for mobile. In the app you can set up the notifications for:

    • Tickets I'm following
    • Tickets I'm CC'ed on
    • Tickets assigned to me

    That way you will get notified on all tickets where you are mentioned, assigned or CC'ed... Maybe this will solve your problem?

    If you want to go the trigger route, here is what I would do:

    Add any action you want. 

    Unfortunately you can't check if you are added as CC directly. This trigger only works if you are mentioned in the Comment Text.

    I will recommend the Zendesk App.

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