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Slack Integration for Zendesk Chat

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Evan Kesten

投稿日時：2021年12月12日

Agents could much more quickly and fluidly respond to users through Slack instead of the Zendesk Chat web interface. Many other chat tools work this way, and I would hope Zendesk would as well.

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3件のコメント

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    Sean Bourke

    Zendesk Product Manager

    Hi Evan Kesten,

    Thanks for your feedback.

    Just to ensure I understand, is the suggestion that an incoming Zendesk Chat message would interface into Slack and enable responses (similar to how side conversations works today); or, a different way of interacting with customers through Slack?

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    Tom Bradley

    Another vote for this request.

    Ideally the workflow would go

     

    1. End -user clicks the chat option in the Zendesk Chat Widget and sends a message
    2. Incoming message goes into a dedicated Slack Channel and Starts a thread
    3. When someone replies to the thread in Slack, the message is sent to the end-user
    4. If the end-user continues the conversation it is automatically sent to the Thread in slack

    This is how many other services work with chat integrations - this would be extremely helpful as it doesn't rely on individuals having a webpage open all the time.

     

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    Lorena Smienk

    Is this already possible? We want to switch to Zendesk but the lack of this integration is making answering chat messages much more complicated than it needs to be. 

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