Documentation: Using the Slack for Zendesk Support integration

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  • Catalin Oprescu
    コメントアクション Permalink

    Hi, 

    we're using the Zendesk Slack app and when a private comment is sent to Z (from Slack) by Agent B, in Zendesk, the comment is displayed like coming from Agent A (the one who set up the connection between Slack and Z). Agent's A name is only mentioned in the footer of the comment "Ticket created from Slack by Agent A in #room-name"

    Hhow to setup Slack/Zendesk in order to see the comment coming from Slack under Agent's A name as opposed to Agent B.

    (standard trigger is being used (the one generated by the app)

     

    notify target:

    {
    "ticket_id": "{{ticket.id}}",
    "status": "{{ticket.status}}",
    "updated_at": "{{ticket.updated_at_with_timestamp}}",
    "subdomain": "{{ticket.account}}",
    "ticket_latest_comment": "{{ticket.latest_comment}}",
    "updated_by": "{{current_user.name}}"
    }

    Please help?

    thanks.

    Catalin

    0

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