Zendesk Support用Slackインテグレーションのインストールと設定

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Kristie Sweeney

Zendesk Documentation Team

編集日時：2025年3月19日

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164件のコメント

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      Tatsuro Nomura

      「サイドカンバセーションでSlackを使用する場合は、各Slackワークスペースのサイドカンバセーションをオンにする必要があります。」

      のサイドカンバセーションをオンにするのリンク先が「Slack用Answer Botインテグレーションの使用」というドキュメントになっていますが、リンク先があっていますか‽　

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      Wes Spooner

      Is it possible to configure the Slack integration using a single Zendesk account with multiple brands to map to separate Slack Workspaces? When I try to use a different brand subdomain for connecting a Zendesk account, I get an error that the help center for that subdomain is disabled.

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      Nicolas Distefano

      Hi team,

       

      I think the integration could be much better. This is our current experience:

       

      As of now we have 70+ groups of agents, and almost each one of them wants to receive a Slack notification in their own private channels every time a ticket is created/updated.

       

      To do this, they have to:

      1. Contact an Admin.

      2. Invite Zendesk app to their private channel.

      3. Invite the Admin to their private channel.

      4. Tell the Admin what notifications they want.

      5. Admin has to go to Triggers and wait for the private channel to show up in the list of channels (sometimes it takes an hour to sync).

      6. Wait for the Admin to manually configure the trigger by cloning an existing one.

      7. Test it.

       

      Imagine this for us, the support team (and only admins), to do it for the 70+ groups, because we can't give them Admin just to do that and we do not want anyone else to access Triggers as there are critical workflows configured.

       

      The normal experience (not the greatest but the normal one) should be like this:

      1. Any Agent wants to configure notifications for himself/herself or his/her group.

      2. The Agent goes to Slack and types /zendesk notify

      3. A pop up appears:
      3.a. Choose Zendesk instance.

      3.b. Choose type of notification (Individual/Channel).

      3.c. Choose channel (unless chosen Individual before).

      3.d. Choose conditions of event to notify (Ticket created/Ticket updated).

       

      If Zendesk app needs more permissions on Slack to do it, that's ok. It's a ticket management tool, it has priority over almost any other thing. There are way less critical tools with way more permissions in Slack.

       

      Zendesk really needs to improve this integration. 

      Hope this comment helps.

      Thanks!

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      Patrick Arrastia

      Sounds good, thanks for the reply 1263082117329 

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      David Gillespie

      Hi 1264020522970 , 

       

      Sorry to hear that you've encountered this issue with Side Conversations! 

       

      The best course of action is to continue working with our Advocacy team to get this resolved. I can see there's been some conversation and updates from today, they should be able to help identify the problem and escalate to our engineering teams as required.

       

      Thanks David

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      Patrick Arrastia

      Hello,

      We have been using the Slack integration with Side Conversations heavily and without issue for the past year, on June 18 our agents began reporting an issue where messages were being duplicated multiple times. for example, an agent would send a side conversation message from a ticket, and that message would hit the intended Slack channel as expected, however, that same message duplicates x times in the Slack channel. This is occurring across multiple agents, different browsers, cache clearing and all the usual tricks aren't solving. I just tried uninstalling and reinstalling the Slack app, and the install page from the Zendesk marketplace seems to be unavailable.

      Please help, refer to ticket 12693528 if needed.

      1263082117329 

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      TicketMaestro

      The biggest challenge for us with the new /zendesk command is that the info on the ticket created is sent as a DM instead of posting in the channel it was created. This reduces visibility for the team. The current workaround is to post a message in the channel, then create a ticket for the message. Is there a way to make it post in the channel again without the added step? 

       

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      David Gillespie

      Hey folks, aploigies for the delayed replies from our side! 

       

      Hi 1263213741129 - that's correct, the old /zendesk create_ticket command was deprecated and replaced by the simpler /zendesk command. Are you able to confirm that the new command is working?

       

      Hi 1263797836009 - Yes, they will need to an Admin to create the trigger in Zendesk.

       

      Thanks also Ryan for sharing your bot too! 

       

      Cheers,

       

      David

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      Ryan

      I ended up creating a simple bot to solve the two-way sync problem so replies from Zendesk go back into Slack. You can check it out here: https://slacktozendesk.com/

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      Bill Reed

      Does creating a trigger that utilizes the Notify by > Zendesk integration > Slack integration Action now require the Admin role to create?

       

      I had a user who created them before but recently was no longer able to do so, or even see the existence of the Slack integration, until I switched their role to Admin.

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