Templates / Notify Slack with Zendesk ticket info

Notify Slack with Zendesk ticket info

Overview

When a ticket is created or updated within Zendesk often companies will have existing SLAs that predetermine expected response windows. Syncing Zendesk to Slack is a great way to be notified when a change has occurred.

However the native integration offered between the two is limited in capabilities. With this integration you can customise and enrich the message that gets delivered with pertinent information using Slack.

The trigger activates when a ticket is created or updated within Zendesk. The relevant payload information is collected and the workflow checks to see if the ticket was created or updated. The proper Slack response is sent accordingly.

Connectors Used

The following connectors are used in this template.

This is mostly provided for reference only - there is no need to read through the linked connector pages. All you need to know for this template is explained here.

Though you will probably need to look up service authentication instructions if you don't already have them

End Result

The image below shows an example of when a ticket has been altered (in this case updated ) the corresponding Slack message is sent.

slack-results-zd

Prerequisites

This workflow assumes the following:

  • You have authenticated with Zendesk

  • You have authenticated with Slack

Workflow Logic

The following screenshots illustrate the logic of the various workflow steps.

zd-wf-logic

Getting Live

In order to configure this workflow for use simply follow the accordion steps below.

Step-by-step Explanation

For educational purposes, the rest of this page will take you through how the workflow template is built to achieve the desired results. This will help deepen your understanding of Tray.io and will give you the power to maintain and edit your workflow as necessary.

Section 1: Collect and compile data

Section 2: Send details to Slack