Slack integration with Guide



Publication le 21 juin 2018

Our clients use the Follow button on the New Release Notes section of our Help Center, and they have requested to be notified in Slack (instead of via email) when there is a new article added. This would be a really great way to keep clients informed without clogging up their inboxes. 

Thanks!


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Hi Zendesk team, it seems this feature was requested 6 years ago. Is there any movement on this? If not, can you suggest a workaround? We really would like to be notified on Slack every time a new article is published or modified. 

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The feature would be awesome if we could have a dashboard within the App Zendesk on Slack, where we could see in tabs the latest messages (updates to the ticket, answers from the customers, information about tickets that we're following), the tickets that are assigned and we're following, from the perspective of the agent.  (This would be called personal configuration. This would be different from tracking the tickets to a channel as it is happening right now.)
This would enable agents to see the notifications from their tickets pop up fast, allowing them to read the ticket already directed on Slack instead of having to check the email or constantly refresh the Zendesk app support.

This would make the support much faster and easier to track, instead of always checking the queue. 

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We also need this so that the CX team is quickly notified when a customer leaves a comment in the community forums (or on a Guide article). Multiple people in the CX team would be able to monitor the Slack channel, and reply to the comment.

Otherwise, as many have pointed out, the only solution is for everyone to follow all forums and articles so that they receive a notification email. Not a feasible solution.

The other alternative is to enable moderation, which is also not ideal because it creates a delay in the conversations that happen in the community.

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Any updates on this? Would be useful for us as well as we have a huge internal knowledge base, so all agents are aware of new or updated content. 

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Hey Zendesk, any news on this?

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Hi Beth,
 
The Slack for Zendesk Support integration allows tickets to be created directly from Slack messages, so you could create tickets and assign those to the team responsible for creating knowledge base articles -- see Understanding, installing, and configuring the Slack for Zendesk Support integration

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Question for ZD Product and other Community Slack users - how are you capturing the helpful info that arises in your org's Slack threads to ensure a knowledge base article is created/edited to capture that knowledge? Do you have a preferred webhook for this? Is there a Slack/ZD integration today that does this OOTB? I'm almost thinking if there was a way to trigger a Slack convo to create a knowledge ticket in ZD. Thanks!

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Any update on this? I'm looking for a solution to send a notification to a Slack channel each time a new online help article is published.

Has anyone come up with a work around to send a notificate to Slack when articles are published without creating a ticket?

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I would also be interested in this.   

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We would also be interested in having these notifications go to Slack as that is where our Agents get notifications

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