Sending Tickets to Specific Slack Channels? | Community
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Sending Tickets to Specific Slack Channels?

  • January 15, 2018
  • 7 replies
  • 0 views
A

We recently integrated Zendesk with Slack, and have all tickets created pushed to the same Slack channel. This quickly got very cluttered, so I was wondering if there's any way to send tickets that meet certain criteria to different channels? I tried to do so by setting up triggers but can't figure out any way to have them push to a specific channel. 

Right now we have one email integrated with Zendesk that causes ticket creation. Would we ultimately have to create a new email for each Slack channel to achieve this?

Thanks in advance!

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    7 replies

    Nicole17
    • Nicole17
    • January 18, 2018

    Hey Alex - 

    I'm not super familiar with the Slack integration, but if you want to reach out to them, the email address is feedback@slack.com .

    You could also look into the BubbleIQ integration in the App Marketplace - it seems like it may be a bit more robust, and Fletcher who created it does hang around the Zendesk Community some and may be able to answer questions for you. 

     

    Dan32
    • Dan32
    • January 18, 2018

    Hey Alex,

    This is actually pretty easy to do using Slack Webhooks and Zendesk's HTTP targets feature. We use this to send messages to specific rooms (or even individuals) when certain conditions are met. IMO, it's much more flexible than the out of the box integration and it doesn't cost anything to setup.

    Zendesk had previously written an article about this type configuration here. 

    After you set it up, you can send fancier messages to channels, using Slack's Attachments feature. There's a really handy tester tool Slack makes available to help test your message, before putting it in your Zendesk trigger.

     

    Hope that helps!

    J
    • Jessie17
    • January 18, 2018

    Thanks for hopping in here, Dan! Good to see you. :)

    A
    • Alex75
    • Author
    • January 18, 2018

    Thanks everyone for the suggestions. I'm going to try out the Webhooks and see if I can get those configured correctly.

    Nicole17
    • Nicole17
    • April 11, 2018

    Hey Alex - 

    There's a new Slack <> Zendesk Integration coming, and they announced the Early Access Program for it today. I think it may do what you're looking for.  Read more and sign up here. 

    C
    • Cameron24
    • May 1, 2018

    Hi all,

    There has been some really good advice here. Another option you could check out is Azuqua for Zendesk in the Zendesk Marketplace (it's free). This will allow you to automate and customize your workflow to keep clean communication from Zendesk to Slack.

    Nicole17
    • Nicole17
    • May 4, 2018

    Thanks for sharing, Cameron. 

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