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Duplicate Zendesk notifications on Slack

  • August 25, 2023
  • 3 replies
  • 0 views
A

Hi there, 

I set up a trigger on Zendesk to notify a Slack channel every time a certain kind of new ticket is received. The trigger itself works perfectly. However, the notification on Slack always gets duplicated.

Somehow, the Zendesk app answers its own post and automatically checkmarks the option to send the reply to the channel again:

I have tried changing the conditions of the trigger, tried different channels but the result is always the same. 

Any idea if this is something I can fix from Zendesk? 

Thanks!

    3 replies

    Jacob20
    • Jacob20
    • August 28, 2023

    Hey @abner

    I'm not sure if you're using the native Slack integration by Zendesk or use a trigger and webhook solution?

    Have you checked the ticket event log to see if you have more than one Slack action for the same event?

    If you're using a webhook, you may also see something in the webhook log.

    A
    • Abner
    • Author
    • August 28, 2023

    Hey Jacob! Thanks for the help. 

    I set up the trigger in Zendesk following these instructions: https://support.zendesk.com/hc/en-us/articles/4963959597594-Creating-and-managing-triggers-for-Slack

    It's not a legacy notification. 

    The tickets I was testing did have the "notify active webhook" in the event log, yes.


    I went ahead and deactivated the "Slack Ticket Trigger", but the problem persists. In my latest test there is no webhook in the events but notifications on Slack are still duplicated: 

    And now the system won't let me re-activate the "Slack Ticket Trigger", it always gives me this error, but I've been trying for over 10 min:

    Any other suggestions? 

    Jacob20
    • Jacob20
    • August 29, 2023

    Hey @abner,

    This may be better handled by Zendesk Support who can be granted access to your account.

    One thing, Could you have more than one trigger that notifies Slack?
    You can filter by that action 👇 in your trigger overview and see if anything turns up.

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