Slack Integration - Post ticket updates to thread

12 댓글

  • Sean Bourke
    Zendesk Product Manager

    Hey Joel Watson,

    Thanks for your feedback. We're currently working on some enhancements to the way that Slack notifications work and this feedback is very useful.

    To better understand this, is your expectation that every subsequent update for a ticket is attached to a thread from the original or first post? Should these notifications still appear as a new message in the channel (as per Slack's 'Also send to #channel' when replying to a thread)?

    2
  • Steve Middleton

    Hi Joel and Sean,

    Would this feature enhancement enable something similar in Google Chat (Spaces) - am guessing not but was just searching for something similar and came across this very new thread,

    Am following to see the updates as Slack would be an option .. We used it for the same thing a few years ago but found similar results, a little too spammy, so we switch to just triggering the webhook for GChat on open/close of tickets

    Thanks

    Steve

    0
  • Joel Watson

    Hey @...,

    To better understand this, is your expectation that every subsequent update for a ticket is attached to a thread from the original or first post?

    Yes, that's right. You would be able to click into the thread and see each of the typical ZD ticket update posts in that thread.

    Should these notifications still appear as a new message in the channel (as per Slack's 'Also send to #channel' when replying to a thread)?

    I would love for this to be an option you could enable. My preference would be that this would only happen if a ticket is updated after some customizable period of time (e.g., N days after last update).

    1
  • Lav Rose

    Just here to say that our team is also looking for this feature and wanted to add our interest in this being developed :) 

    1
  • J. Greg Williams

    Currently I have a trigger to push ticket updates to a channel.  This seems to auto-thread the message as indicated by "ZendeskAPP replied to a thread:" but it also posts it to the channel itself.

    Is it possible to toggle the also post to channel so that update responses are only in the thread? I would like to keep the channel more clear. 

    I would also like to know if its possible to set the reaction emoji both for the message in thread as well as the parent message.  

    The use case I'm looking for is creating a message on issue, keeping the updates in thread and also visually indicating status of thread by modifying reaction emoji's on the parent.  

    Thanks

    2
  • Sean Bourke
    Zendesk Product Manager

    Hey J. Greg Williams,

    Thank you for your feedback. When we introduced Slack notifications in triggers, we retained the default behaviour of posting to the channel to align to the existing notification service, while also threading conversations to support better contextual history.

    Based on the use case you've shared, it sounds like you'd like the option to toggle within the trigger whether a notification should have a channel notification in addition to a thread response; unless it is the first reply?

    1
  • Joel Watson

    @... That's right. My initial post was also about that – having every update posted as a new post to the channel (even if you're also threading them) is too spammy. We just want one post for each ticket that's opened with a thread containing the responses so people can follow along if they want.

    5
  • Sara Ledger
    Zendesk Luminary

    This is definitely needed as it causes an inordinate amount of spam in the channel to post the thread data to the channel when we're just adding notes from a thread. 

    1
  • Samuel Fresia

    Is it possible to post in different slack channels based on the trigger? I had to implement an integration with Slack through Zapier to get notifications in different channels based on certain conditions in triggers (SLAs for specific groups)

    0
  • Leticia Sousa

    Hello! It's very interesting for my team and my project scope and possibility to send ticket updates within a single thread in Slack, as suggested by Joel! If there is any possibility, please contact us! Receiving all updates only through a new message in the channel is very spammy.

    2
  • Gabriela Manarim

    I also agree that this functionality can add the comment in the created thread, it would make it too easy.

    0
  • Nicholas Wong

    We are looking for the same functionality as Joel mentioned.

    Thanks

    0

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