Send notifications to Slack

Thanks Brett, that's answers my question. It would be nice if Slack can pick up the "@name" in the text block so that I can create 1 Channel and invite all other Agents. ie - Agents will be notifiied when their @name is mentioned. 

Due to this limitation, each Agent will need their own Channel to ensure that they only receive what's relevant to them. 

Thank you for the response! 

Hi, I have everything working; however, I want to receive a notification from slack (red 🔴) when @myname is mentioned. Currently, it's not doing this. Is this something that can be changed in Zendesk, or Slack? Thanks. 

Hi Dragan Dordevic,

Good Morning 

In order to do that we can setup a trigger in such a way that would send a alert to the slack group based on the number of calls in Zendesk. I am assuming the calls you are talking about is a custom field. We already have a Slack App in Zendesk Market Place (https://bit.ly/2xQQ6Z4 ).
If you like to discuss further please send an Email to support@integratecloud.com. We can also arrange for a Demo. 

Hi Keval Shah,

If I understand you correctly - in order to do this as you suggest, we would need to use some kind of additional tool that your company provides?

We would first like to understand if we can do this directly in Zendesk through triggers and native Slack integration.

Thanks

Hi Dragan Dordevic,

We can do the needful of creating a Trigger which will send an Alert to a Person or a Group each time when a number of total calls in queue reaches a certain number.

Please feel free to mail us on support@integratecloud.com for any question or Doubts.

Awaiting your reply. 

Hi,

I have a question regarding sending notifications to Slack - would it be possible to create some kind of a trigger for when the Slack notification will be sent? 

For example, we would like a certain Slack group to get an alert each time a number of total calls in queue reaches a certain number.

Thanks a lot for help!

Hey Nadia!

I was able to get this working after reviewing the Setup Instructions for Sending Messages in Slack which recommend using the text property for the JSON payload.  Please keep in mind the Description is the very first comment for a ticket, so if you would like to pass a different ticket comment you'll need to update the Placeholder you use in your payload.

I hope this method will work for you as well!

Hi, I followed Heather R instructions above and it helped, thank you for that!

I was also able to edit the trigger conditions to restrict Slack alerts to only tickets with a specific tag, that's great.

I have one additional question: is it possible to get the original ticket description in the Slack alert as well?

I added a placeholder 'ticket.description' as follow but it doesn't seem to work - the alerts don't include the original message content:

• {"status": "{{ticket.status}}", "id": "{{ticket.id}}", "updated_at": "{{ticket.updated_at_with_timestamp}}", "ticket.description": "{{ticket.description}}"}

Am I missing something or is it not possible?

Thank you in advance!

Nadia

Hey Justin!

The Slack integration automatically creates a trigger that is responsible for pushing those notifications to your Slack channel. By default it pushes all ticket activities as notifications, but you can modify this and add your own conditions as to which types of ticket activity you would like to be sent as notification to Slack. Please check your Triggers page and look for a trigger with Slack on the title.

Please let us know if you have any additional questions.

Thanks!