Tom Walker

Binh Du - This page outlines what you need to do to get set up for that use case.

Phil Andrews - What you are looking to do is possible. If you are part of Support Driven Slack, you can see a complete walk through of how that would be done, but the pieces that are necessary to make that happen are to have a custom field on the user object that contains the slack ID of the user and then you can reference {{ticket.assignee.custom_fields.customfieldnameforslackID}} in your triggers/automations. You can then either route the Slack messages to a channel or DM the assignee via a webhook that connects to Slack.

With the introduction of Custom Ticket Status', is there a placeholder for this status? From my testing, it looks like {{ticket.status}} still just references the OOTB status options.

Thank you all for this thread, this just walked me through getting this setup for a similar solution.

Why do linked text sections not get transferred when you create a ticket via the integration?

Eg: This is a test link that will not be clickable when you create a ticket from it, it will just be the text.

FYI, this link is dead:

+1 to this needing to exist. We use Zendesk and Slack to support our customers and have integrated the two for this purpose today, but our internal IT team uses Zendesk as well. IT currently is at a disadvantage seeing two integrations are not supported. Please and thank you!

One more incompatibility with the current Agent Workspace Markdown functionality is that when using a code block, it will not ignore curly bar formatting when it matches native Zendesk functions. eg. 

This will try to get translated to whatever Zendesk thinks should be the value of the data inside the curly bars rather than direct unchanged uninterpreted replicated text inside a code block.

We have a workaround via an HTML formatting macro, but always remembering to leverage a macro'd workaround when you are deep in the flow of providing a modified configuration file to the customer that gets broken in translation in Zendesk is not a recipe for success.