Slack is the most popular team chat application used to help organizations communicate and coordinate more effectively. If Slack is where your team comes together to collaborate, why switch tabs to get ticket updates? The Slack extension for Zoho Desk centralizes your team communications by bringing all your ticket information into one place. It also keeps your agents informed about events related to their tickets.
Key Features:
Map a department in Zoho Desk to a channel of your choice to ensure only relevant ticket events are posted there.
Search for tickets based on ticket ID and customer email within Slack.
Retrieve information like the most recent and overdue tickets using simple slash commands.
Customize the event notifications you'd like to receive in Slack.
Install the extension today to add more context to your conversations, and deliver better customer support right away.
It would be far more useful to be able to post to slack channels based on a workflow rule (the same way to can send to Cliq). This way you can filter the events, or attributes and customise the message being sent to Slack
I won't install this extension until there is better, more detailed control over what gets sent to Slack. We need the ability to create new tickets from Slack with more information. The fields for creating tickets this extension offers are not enough to fill out a ticket completely. We use Zapier to update Slack channels. It allows us to filter with greater detail and decide what gets sent to which channels. We also write code to handle special cases and format user input when needed. For this extension to be truly useful it needs to integrate more of the Desk API features.
We can disable the summary notification from our end and we'd try to provide this as a preference very soon. Please email us at support[at]zohodesk[dot]com if you'd like to disable the functionality.
Zoho offers a comprehensive suite of award-winning on-line business, productivity & collaboration applications. Customers use Zoho Applications to run their business processes, manage their information and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software
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Hello,
I would recommend you to try Slack For Zoho Desk. It would add a lot more value to your Desk account.
You can install the app in just two easy steps. Click on 'Install now' button.
Sincerely, null
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