Luma Lopes

Hi, Chris Drylie. Are you still interested in talking about this use case? I'm happy to help. You can also reach the CSM of the account I manage, she's aware of this use case as well. Thanks!

+1

+1 Any update? 

It would be an absolute game-changer to a company's "internal stakeholder support" use case (HR, IT). Today I implemented integrations to create tickets in Zendesk from Slack Workflows and would be great to continue supporting that specific teammate in Slack, not sending an email from the ticket. 

The internal stakeholder support use case is this one:

1. The teammate wants support from IT Team ( e.g. computer crashed);
2. The teammate goes to the company IT channel in Slack and starts a workflow;
3. The teammate submits the workflow with the information required to open the ticket;
4. A ticket is created for the IT Team group in Zendesk (custom integration with field mapping);
5. The IT Team replies through email to the requester (the teammate).
6. The support is handled through email until it's solved.
   
   The support is sent through Slack and handled through Email. 
   
   What usually happens in urgent cases is that the IT support agent opens a DM in Slack with the ticket requester, and updates the ticket after it's solved. 
   
   The perfect workflow would be possible to DM the requester in Zendesk Side Conversations, having all the IT support in one place! Zendesk would be like a white label support tool. The requester would only use Slack as a support channel. 
   
   As an additional business rule, it would be needed to reopen the case once the requester sends a response in DM. 

same use case here

Hi! 

We have the same problem here. We restricted the editor permission but there's always the risk of accidental edit, and we never know who did it. 

Any updates?