Slack reduce notifications | Community
Skip to main content

Slack reduce notifications

  • September 8, 2021
  • 4 replies
  • 0 views
D

We have the Slack integration posting notifications to one of our channels so we know when a new ticket is created or updated; however we're also getting a lot of notifications when automations update a newly created ticket, meaning when a new ticket is submitted we get a total of 3 notifications:

  • A new ticket has been created by <submitter>
  • A new ticket has been updated by Zendesk
  • A new ticket has been updated by Zendesk

The two additional notifications are being triggered when Answer Bot has suggested articles and is setting ab_suggest_true to true, and again when Answer Bot is including the articles it has suggested in the ticket itself.

 

I've tried to modify the 'Slack Ticket Trigger' but it won't let me save, giving the following error message: "This item is required by an installed app on your account, so it cannot be modified"

Is there another way (without writing our own integration) to fine-tune the notifications that are sent, or are there any plans to add this functionality in the future?

    4 replies

    D
    • Dec
    • Author
    • September 8, 2021

    Similarly, we get another notifications 24 hours after the ticket has been solved when the customer survey is sent out (always at 4 minutes past the hour) - we don't care that they were sent the email, but we do care if they submit a review.

    A
    • Austin22
    • September 8, 2021

    Thanks so much for the solid context here, @Dec Norton.

    The good news here is that the Slack Ticket Trigger can technically be modified: You'll want to first clone it, which opens up the ability to edit that particular cloned trigger as you see fit.  Having 2 Slack triggers active at the same time won't be ideal, so you'll also need to deactivate the original trigger to only have your cloned trigger in action. 

    The one big catch here is that you won't be able to reactivate the original trigger, as you'll run into that same error message of not being able to modify the trigger due to its association with the Slack app.

    For those additional Answer Bot ticket updates, any luck with adding a Meet ALL condition of "Update via > Is Not > Answer Bot for Web Widget" to your cloned Slack trigger? Untested, but I'm curious if that might cut down on the extra noise with notifications.  

    Oh! And with those notifications about CSAT satisfaction being offered, you could also add one more Meet ALL condition of "Update via > Is Not > Automation", which'll ensure that the act of offering satisfaction won't send out a notification but rather when one of your end-users actually does offer some kind of feedback.

    Important note: Don't forget to update your notification settings back in your Slack channels to also look out for "Updates to solved tickets" in order to be notified when end-users leave their satisfaction feedback.

    Thanks again Dec, and let us know if you need anything else.

    Gas
    • Gas
    • August 18, 2023

    Hi there. Similar problem but related to a view that shows our Social Messaging tickets.

    I get the pop-up "Cannot save view - This item is required by an installed app on your account, so it cannot be modified."

    I tried the suggested solution (clone and then deactivate) but i cannot deactivate this view, as i get the same pop-up again.

    I am admin. 

    Any pointers?
    C

    Hi @gas,

    In order to deactivate the social messaging view, you will need to uninstall the social messaging app on your account. 

    Terms & ConditionsCookie settingsAccessibility statement