Push notifications from Zendesk to Slack

30 Commentaires

  • Dan Cooper
    Community Moderator

    Great post! 

    1
  • Brett Bowser
    Zendesk Community Manager

    This is awesome. Thanks for sharing Jacob!

    1
  • Jacob Christensen
    Community Moderator

    Thanks, guys!

    0
  • Jennifer Rowe
    Zendesk Documentation Team

    Excellent tip, Jacob! Complete with step-by-step instructions and screen shots.

    Thanks for sharing!

    1
  • Jesse Marion

    *Updated* HI @... Thank you for this article, I am experiencing an issue getting the notifications into slack which I am hoping you can help me out.

    Objective: send Slack Notification for tickets with High or Urgent priority to the assignee when end-user has replied to a ticket.

    I tested the Extension and received the notifier via my personal slack DM/Channel, my test ticket will send directly to me if the ticket has a MEET any condition of Assignee is Jesse Marion

     

    Is there any rule/code that can DM the assignee of a ticket when the end-user replies on a ticket with Urgent/High priority? @Slack_user or something?

    0
  • Jacob Christensen
    Community Moderator

    Hi Jesse,

    I'm glad you're finding the article useful. It has been a while since I set this up and I'm not currently relying upon it for work.

    I'm sure there is a way to achieve the advanced DM setup you're seeking, but it's a bit out of my reach at the moment.

    I would probably opt for something simpler like a shared channel and have the individual agents set up keyword alerts for their agent name.

    Is that something that could work for you?

    0
  • Yaroslav Anyukhin

    Used this post twice already, how come I can't like twice ? :)

    2
  • Nicole Saunders
    Zendesk Community Manager

    It's just the way Gather's voting works. But we are so glad to hear that @...'s post has been so helpful to you! 

    1
  • Jamal Westfield

    Hey,

     

    Is there any to implement slack @here for example in these webhooks?

     

    Thanks

    0
  • Jacob Christensen
    Community Moderator

    Hi Jamal,

    Sorry I didn't see your comment until now.

    Adding the following to the "text" part of your JSON should include an @channel mention to the message:

    <!channel> \n

    This is what it looks like for me:

    I haven't tested if the same is true for @here, but perhaps you can try that out and let me know how it goes?

     

     

    0
  • Richard Ly

    Great article and easy to follow.

    Thanks for putting this together.

    1
  • Ali Madlool

    Is it possible to use this to send DMs to end-users when they create tickets? and follow up updates whenever the ticket is updated?

    0
  • Shamim Rehman

    Would this works with conditions of: 

    and cause a slack message to notify the channel that there was an inbound call or does it only work with an actual ticket creation (end state)?

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Shamin,

    This would only work once the ticket is created since Triggers can only function on tickets.

    0
  • Jacob Christensen
    Community Moderator

    Hi Ali Madlool,

    That sounds interesting, could you maybe elaborate a bit on what you have in mind? Are your end users/requesters part of your slack workspace?

    0
  • Ali Madlool

    Hi Jacob,

    Yes, end users are part of our slack workspace.

    What I had in mind is the ability to do exactly what is shown here in this article but instead of pushing it to public channels, I want to push them to the specific user's DMs

    0
  • Jacob Christensen
    Community Moderator

    Hi Ali,

    Sorry for the late reply here!

    I'm not sure it is doable, last I checked something like that I believe there was a limitation on Slack's end sending DMs, but I could be misremembering. Unfortunately, I don't currently have the bandwidth to investigate further. 

    I do hope you find a solution and if you do please share it here.

    0
  • Viktor Hristovski

    Hi Jacob, 

    is it possible to @someone in the message?

    Right now im using {
    "text":  @{{ticket.assignee.first_name}}.{{ticket.requester.last_name}}"
    }

    But it posts this in the slack channel as just a normal text . I'd like to ping the user to which the ticket belongs to (the assignee)

    Thank you

     

    0
  • Jacob Christensen
    Community Moderator

    Hi Viktor,

    I suspect that your agent's slack username is not exactly the same as their name in Zendesk.
    Perhaps you could create a user field for the slack user name, have agents fill that out, and use the placeholder for that in your message.

    Or is the issue that it is the right username, but it doesn't hyperlink/@mention the user?

    0
  • Jacob Christensen
    Community Moderator

    Just to expand upon the above, it seems the notation that Slack requires for @mentions is 

    <@U024BE7LH>

    Where "U024BE7LH" is the member ID of the user you want to at-mention. I just did a test, and that worked for me.

    0
  • Jacob Christensen
    Community Moderator

    This is the message I used for the above example (slack_member_id is the field key I used for the user text field holding the assignee's Slack Menber ID):

    {
    "text": "\n {{ticket.assignee.custom_fields.slack_member_id}} \n A ticket has been updated to *{{ticket.status}}* \n *Requester* {{ticket.requester.name}} \n *Organization*: {{ticket.requester.organization.name}}",
    "attachments": [
    {
    "color": "#E34F32",
    "fallback": "See review here: {{ticket.url}}",
    "actions": [
    {
    "type": "button",
    "text": "Go to ticket in Zendesk",
    "url": "http://example.zendesk.com/agent/tickets/{{ticket.id}}",
    "style": "primary"
    }
    ]
    }
    ]
    }

     

    0
  • Viktor Hristovski

    Hi Jacob, yes that worked. I only had to use <@{{ticket.assignee.custom_fields.slack_member_id}}> for it to work.

    Thank you again so much

    1
  • Jacob Christensen
    Community Moderator

    Nice 👍

    0
  • Kat Corzati

    Hi Jacob, thanks for your very clear setup here! It looks like the HTTP target's been replaced by the URL target per Zendek's callout on the Extensions page:

    In February 2022, HTTP targets will no longer be supported. Active HTTP targets will be automatically converted to webhooks after this time, but inactive HTTP targets will not be converted. Convert targets

    Using Slack's Zendesk Notifier to create a webhook URL no longer allows content type to be identified, and instead asks for attribute name. I've tried a couple things but keep failing the call. Can you help identify the message attribute? I'm attempting to notify a specific channel of ticket creation by linking the URL with ticket title to the channel and am unable to find the proper documentation anywhere.

    0
  • Jacob Christensen
    Community Moderator

    Hi Kat,

    Glad you like it! You are correct, HTTP targets are or have been deprecated, you should be using Webhooks instead.

    I've been meaning to update this article, but just haven't had the time.

    I did manage to update the HTTP target to a Webhook, and have it working. Leaving a screenshot for you below - hope that helps.

     

    0
  • Sean Bourke
    Zendesk Product Manager

    Hi Jacob Christensen, thanks for creating and maintaining this article. I've updated your existing HTTP section below to reflect the process for using Webhooks.

    Create a Webhook (in Zendesk)

    Navigate to the Webooks page: Admin Center > Apps and Integrations > Webhooks, and click Actions > Create Webhook

    In the Create Webhook screen, enter:

    • A Name which represents the webhook/channel
    • The Endpoint URL which is your Slack Webhook URL from earlier
    • Set Request method to POST

    Press Create and then press Complete setup on the following screen.

    Now that you've created a Webhook linking Zendesk to that Slack Channel, you can create a Trigger following the original post, but instead of selecting Notify target, you select the Notify active webhook action and select the webhook created above.

    1
  • Jacob Christensen
    Community Moderator

    This announcement about support for Slack DMs might be worth a look for some on this thread:
    https://support.zendesk.com/hc/en-us/articles/4933457212442--Announcing-Slack-Direct-Messages

    0
  • Jahn Bronilla

    Hello Jacob Christensen I am trying to follow the process but I don't have the option "Send notification to Slack". 

    So I cannot really proceed.

    0
  • Jacob Christensen
    Community Moderator

    Hey Jahn
    That was the title I gave to my webhook. You should look for whatever you called yours.

    Let me know if you need more directions.

    0
  • Jahn Bronilla

    Thanks Jacob. I was able to make it work! Woohooo! This article is very helpful.

    0

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