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Zendesk to Slack automation when a new ticket is created in a view

  • January 9, 2024
  • 6 replies
  • 0 views
R

Hello everyone,

Following this method - https://support.zendesk.com/hc/en-us/community/posts/4409515187866-Push-notifications-from-Zendesk-to-Slack

We've created a webhook, trigger and a Slack app through which any new ticket notification will be sent to the respective Slack channel.

We used the webhook from the Slack app, created a webhook in Zendesk and added the Slack webhook as the endpoint URL.

Then, we created a trigger with the conditions below -

Under ALL - Ticket/Group > Is > "Our group name"
Under ANY - Ticket/Status > Is > New
Ticket/Status > Is > Open

The automation is working fine; however, the issue is that whenever there is a ticket in New status, there are 2 notifications popping up on the channel, but when it's open, only 1 notification is coming up, which is how we want.

Does anyone have any idea on how to fix the duplicate notifications?

To simplify, the trigger is invoked twice only for New status as per the logs and once when it's in open status.

    6 replies

    Brandon12
    • Brandon12
    • January 9, 2024

    Hey Rohan,

    Adding a negating tag should help here.  

    ALL Condition: Tags contain none of the following: notified
    Action: Add tags: notified

    This will ensure the automation only runs once.  

    In addition to that you could try using ALL Ticket Status is less than Pending (covers New & On-Hold) or adding a Ticket is Created condition to only run once, but negating tags is the best practice.  Hope this helps!

    Brandon

    R
    • Rohan12
    • Author
    • January 11, 2024

    Hi Brandon,

    Thank you for the reply!

    The negating tag does solve the duplicate notification issue; however, we also have another action in the same trigger where if a ticket gets assigned to someone in the Open state, a notification is sent on the channel which shows the ticket number, state of the ticket and who it got assigned to.

    Apparently, this assigned notification is not working when using the negating tag. Though the notification of a new ticket does come up, and it's only once, as we wanted, but the assigned ticket is not working.

    Please let us know if you have any solution for that. Thanks in advance!

    R
    • Rohan12
    • Author
    • January 18, 2024

    Hi Brandon,

    Could you help us with the above issue, haven't heard from anyone on this.

    Thank you!

    Brandon12
    • Brandon12
    • January 18, 2024

    Hey @rohan12 Sorry for the delay - somehow I missed your first reply last week.  The issue here is that we're trying to do two discreet actions on one ticket.  

    1) Notify of new ticket > working
    2) Notify of open ticket update > not working

    The easiest thing to do, in this case, is to remove the second action and put it into its own Trigger with an ALL Condition: Tags contain at least one of the following: notified.  This will help ensure that it doesn't fire the first time, but will fire (exclusively) on the supplemental updates.  Let me know if that resolves it for you!  

    R
    • Rohan12
    • Author
    • January 19, 2024

    Hi Brandon,

    Just so I got this right, what you mean to say is that for the Open ticket update notification, It would be better to create an entirely new trigger with ALL Condition: Tags contains at least one of the following: notified.

    Two different triggers -

    1. For New ticket notifications
    2. For Open ticket notifications

    Let me know if this is correct or I misinterpreted your message.

    Brandon12
    • Brandon12
    • January 19, 2024

    Hey Rohan,

    Yes that looks right. For the original trigger, we are removing condition related to open tickets. Moving forward, this trigger will fire the first time only and apply the tag.

    From there, a similar secondary trigger will fire only when the tag already exists for future updates on open tickets. Let me know if that works for you!

    Brandon

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