Anthony Ruiz

Hello, 

Feature Request Summary:

    We need the ability to @mention on comments agents that can be set as a conditional trigger.

Currently when we @mention it will add the agent as a follower. This is great we like that, to take this one more step. If we could target followers in triggers then we could alert them in slack. We currently have to create a webhook for each agent so they can get specific alerts that are of importance and worth notice too them. Creating dedicated channels for groups or if they are submitters or assignees is great but it's just missing this one other condition. An individual currently cannot receive a slack notification on their personal webhook to their direct message channel if they are a follower of a ticket. I have read a blog where someone gives a solution where you can target the comment text to the agent's alias. We aren't comfortable with this solution as we go to scale. We would like to target an object not a string match (it's a brilliant savvy way to paste things together but it isn't good for the long term solution). Could you please make followers a condition we would greatly appreciate that. an And or request would be if the Zendesk app for slack could notify on a person's direct message channel for all tickets they, their group, or that they are following.

Description/Use Case:

1. I get a ticket notification on my personal slack channel notifying me a client has a technical problem at a facility with our product. This is a ticket that is assigned to the IT group therefore Zendesk's trigger condition has been engaged on my custom trigger to notify me on my direct Slack channel because one of the conditions for this trigger is "new ticket created in my group".

2. I begin identifying the problem and I have to contact the client at a facility and therefore I need information from a member of the client team group. I know the individual lets call her Mary. I'm juggling allot of tickets at the moment and I'd like to notify Mary in a fast efficient and organized manner. I write in the comment section of the ticket "@Mary I need your assistance on this ticket." I submit the ticket as open and this makes Mary a follower of the ticket.

3. Mary becomes a follower of the ticket, she uses Slack as her primary source of communication and notifications for work related matters. Because she's a follower of this ticket she can now be notified by slack through her custom webhook that's set to deliver notifications to her personal feed because one of the notification trigger conditions is "when change happens on a ticket I'm a follower of".

Business impact of limitation or missing feature:

If we utilize Slack currently for notifications we are limited to channels that are too broad in scope to target. We're getting too many notifications in Zendesk channels we've assigned and this diminishes the sense of urgency as we manage our day. By group is too broad at times for changes in tickets to receive many notifications. There are tickets we need to be aware of when we're not assignee or submitters.

It's frustrating to know when to pay attention to notifications when we get so many currently that aren't specific enough for us.

Other necessary information or resources:

The second link is a solution we've found. It's a brilliant maneuver and implementation but it's not something we're comfortable with at scale and long term because it's targeting a string value of the object Alias, we want direct agent match as an object. 

https://support.zendesk.com/hc/en-us/community/posts/1260802064969-Follower-condition-for-trigger-?page=1#community_comment_4404585299482

https://support.zendesk.com/hc/en-us/community/posts/1260801325070-Get-Notified-in-Slack-when-Mentioned-on-a-Ticket

Thank-you for considering this request we hope this can be done.

Anthony