Joining the Discord Integration EAP

Afixado

53 Comentários

  • Luke Bradshaw

    Hi David Gillespie

    Having the same issue as other customers, with responses from Zendesk not being sent back to Discord.

    My integration seems to be successful as the bot is available and DM's are able to be initiated, and inquiries are seen in Zendesk via newly tickets, but no replies from Zendesk ever appear in the Discord DM.

    What can I do to rectify this?

    Cheers

    0
  • Rafael Branch

    Same here, tickets are being created smoothly, but ticket responses don't go back to Discord.

    0
  • Josch Mercer

    Rafael Branch

    this needs to be setup in your zendesk

    0
  • Josch Mercer

    This is the trigger I use

    0
  • Luke Bradshaw

    Hi Josh Mercer,

    Thank you for trying to help. I'm perplexed as to why this step is not in the set-up instructions for the bot itself - particularly if it's not optional for two-way communication.

    In any case, I implemented your suggested trigger and the trigger is firing on the correct tickets, but as before, no replies appear in the Discord DM.

    Everything looks good on the Zendesk end however.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Luke Bradshaw, Rafael Branch & Josch Mercer,

    Thanks for flagging this and debugging the issue. I've passed this onto our developer to see if we've changed anything that has removed or modified these triggers.

    Appreciate your help!

    Thanks,

    David

    0
  • Luke Bradshaw

    Hi David Gillespie,

     

    Are there any updates from your developer?

    I accept this is a Early Access product but I would love to get it up and running.

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Luke Bradshaw

    We're still looking into the problem, thanks for your patience.

    Thanks,

    David

    0
  • Dalton Prock

    Hello,

    I'm afraid I am having troubles with the bot not responding to any of my commands I give it. Keep in mind I own the Discord server and have appropriate permissions set. Still, nothing is sent back on any channel I'm afraid.

    Any thoughts?

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Dalton Prock,

    We're still investigating the problem, unfortunately we don't have a fix just yet but we are trying to get this resolved.

    Thank you for your patience!

    Cheers,

    David

    1
  • David Gillespie
    Zendesk Product Manager

    Hi EAP participants.

    Quick update from our team with regards to the Bot commands not working.

    We believe there has been a change in Discord which has caused the problem. We're working with the team at Discord to try and get it resolved as quickly as possible.

    I'll let you know when we have identified the root cause and have a plan for the fix.

    Thanks for your patience and we hope to get the integration back online ASAP.

    Cheers,

    David

    1
  • David Gillespie
    Zendesk Product Manager

    Hi EAP participants,

    Update on the issue with the Discord Bot.

    We've just released a new version of the Bot which has solved the problem. There was an issue related to the version of the Discord.js library the bot was using, which we've now updated and its resolved the problem.

    Please let us know if you encounter any other issues or the Bot isn't working for your account.

    Thanks again for your patience.

    David Gillespie

    1
  • Luke Bradshaw

    Thanks for resolving the issue David Gillespie. The bot seems to be working as intended now

    0
  • Morgane Abbonato

    Hi Zendesk team!

    We've been facing another issue with Zendesk Discord bot. Messages from our users no longer arrive to Zendesk.
    Could you help on that, by any chance?

    Thanks in advance!

    Morgane

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Morgane Abbonato,

    Have you made any changes to the following:

    • The Discord trigger in Zendesk
    • Access or privilege of the user who initially installed the integration
    • Privileges of the bot in Discord

    Thanks,

    David 

    -1
  • Lee KB

    Hi David Gillespie

    Can you send us the email? I signed up yesterday :) Very much looking forward to trying this out.

    Lee

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Lee KB,

    Done! You should now have an email with a link to install the new integration.

    Thanks,

    David

    0
  • MAIRI

    Heya! I've just added the Zendesk bot to our Discord server but nothing is happening. Looks like it's all set up correctly, right permissions, but nothing happens when you use the command /support - no DM and nothing pushes to Zendesk. Any ideas?

    If it helps - I can connect it to any other of my Discord servers and it works fine. It's just this one, my company's server we actually need it for!

    0
  • David Gillespie
    Zendesk Product Manager

    Hi MAIRI,

    That is odd and hopefully we can fix this.

    Do you have any other bots in the server that share the same "/support" command? 

    Thanks,

    David

    0
  • Emil Pop

    David Gillespie,

    We see that as admin you cannot execute the "/set" command, this can only by execute by the discord owner.

    Is there any way we could configure the integration so that this command can be run by the admin and not just by the server owner?

    Regards,

    Emil

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Emil Pop,

    Thanks for the feedback. This isn't possible in the current integration but I've captured it as feedback for the new integration we're currently building (more news to come about it's release shortly!).

    Thanks,

    David

    0
  • Mher Petrosyan

    Hi David Gillespie,

    I submitted the form yesterday and would like to make sure that you received it

    0
  • David Gillespie
    Zendesk Product Manager

    Hi Mher Petrosyan,

    Thanks for reaching out and yes I have received it!

    You should have an email now with instructions to get the integration up and running.

    Thanks,

    David

     

    0

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