Slack integration with Guide
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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Hey Maggie,
Interesting idea! Can you tell me a bit more about how you use Slack with your customers? Would you want to send notifications for all publishes to a channel? Or should only those who are subscribed get a message about a newly published article?
Thanks!
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Hi Ryan,
We don't actually use Slack currently to communicate with clients, but we've heard that they'd like that. Yes, the idea is that any publishes in a particular section would be sent as a notification on a slack channel (that people can decide to follow and be alerted about, or not).
Thanks for considering this!
Maggie
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+1 we want to send notifications for all publishes to a channel.
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Hi,
Has there been any progress on this, would also be keen on this?
Thanks,
Scott -
Hi Scott -
This is not something that the product team has taken up at this time. However, we're continuing to accept votes and additional comments as they also haven't given a hard "no" on the idea - it just hasn't reached the top of the priority list for anyone yet.
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Similarly, we'd love to see an integration that enables Article Comments or Community Posts/Comments - to automatically notify a slack channel. (with the comment/post included).
This would allow our agile development teams to collaborate around the feedback/comment - before posting an official response back onto Zendesk.
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Thanks for the feedback Mark. This idea of integrating Help Center comments with Slack is so interesting.
I've shared this thread with the relevant product managers.
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Any update on this feature? We have the same exact use-case!
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No integration between Slack and Guide has been developed yet.
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I've created a Microsoft Flow that does pretty much the same thing as requested here. Every 24 hours I want a digest of those Zendesk Help Center articles that have been updated in the past 24 hours posted to an internal Slack channel.
It was pretty straightforward to set this up querying the Zendesk APIs via the HTTP connector in Flow, parsing the json, and then posting a constructed message to a newly minted Slack App's webhook URL. I'm planning to add some more smarts to distinguish and flag new articles, but don't have any need for dealing with comments, as at the moment as we don't allow them. Will see if there's a way to turn this in to a template and share, but could at least upload a printout from the Flow editor if anyone is interested.
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Any news on this?
We really want to get notifications sent to a Slack channel from Guide when an article has been created or updated, but even when there are new comments, upvotes etc. Today it's a manual process to inform everyone when this happens so an automatic process would be much better.Just like the Jira - Slack integration.
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Hey Zendesk, any news on this?
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+ 1 on this! We use our guide feature for Feature Requests from users so it would be really useful to have them automatically posted in slack so the whole team can see them.
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Having webhook support for Help Center actions is highly desired. Currently I'm tasked with connecting Zendesk article additions, updates, and comments as well as community post & comments into Slack posts. I will also have to route them through an intermediary web service for some additional logistic processing. This is a much needed feature.
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Hi,
having notification in slack when an article is updated would be super-useful specially in those times of remote working.
Thanks for considering it in the roadmap !
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Would be helpful for my company too. We would like to alert our developers every time the API documentation on Zendesk Guide has been updated.
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+1 on this idea.
It'd be really beneficial for collaboration between our internal teams
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Any update on this?
This would help us communicate to clients, and internally, when articles have been updated or created.
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we need this feature as well!
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We were able to get this done using a third party app called Integromat. Works pretty well.
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Good idea, indeed.
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We'd like to automate the process for handling articles awaiting review using notifications to a dedicated Slack channel. That is, the action of clicking the Submit for Review button in an article would trigger a notification to Slack. This notification would alert the channel users that an article has been updated, and therefore needs to be reviewed and republished. Any advice on how we could do 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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I would also be interested in this.
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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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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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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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Hey Zendesk, any news on this?
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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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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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