How do you use zendesk API to send a notification to a Slack channel? | Community
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How do you use zendesk API to send a notification to a Slack channel?

  • November 24, 2021
  • 1 reply
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Ivan22

One of our team goals is to have tickets on hold for no more than 4 hours. So before a ticket reaches the 4 hour mark, I would like for the agent to be notified. This way, it'll act as a nudge to follow up on the ticket ASAP. Since the goal is 4 hours or less, can we actually have the nudge happen at the 3 hour mark? That'll give everyone a bit of time to jump on it. 

    1 reply

    E
    • Erica26
    • November 30, 2021

    Hi Ivan,

    Great question! You can actually use the Webhooks API coupled with an automation. When you create your Webhook, you'll be able to pass in the destination endpoint (in your case to Slack), necessary authentication and message for your notification. In the doc linked, the full request body and creation endpoint are included. Once you've created your Webhook, then you can go back and create your automation. You'll set the condition and put hours since on hold and set it to 3. Then for the action, you'll use the Notification: Notify Active Webhook option to use your newly created Webhook. 

    Hope this helps!

     

    Best,

    Erica - Dev Support

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