topic Including ticket replies in Slack channel notifications in Tickets & Conversations

Including ticket replies in Slack channel notifications

SWLen — Tue, 28 Jan 2025 21:56:57 GMT

Newly submitted Help Desk tickets generate a notification in the slack channel that is set under the "Sync Help Desk tickets to Slack" - this is great!

It seems like ensuing notifications when a customer replies are then sent to the hubspot app of the individual ticket owner.

Is there a way to get a notification sent to the channel set up in "Sync Help Desk tickets to Slack" whenever the ticket owner or the customer replies? The notification would need to include the reply being posted.

This is how the Zendesk/Slack integraton works. I susepct it may be possible to set this up using a workflow but I'm having an incredibly difficult time figuring it out. Any help would be appreciated. Thanks!

Re: Including ticket replies in Slack channel notifications

BérangèreL — Wed, 29 Jan 2025 12:32:46 GMT

Hi @SWLen and welcome, we are so glad to have you here!

Thanks for asking the HubSpot Community!

For information, I'd like to share these resources that might be of interest:

- Sync and manage help desk tickets in Slack
- Manage notifications in Slack
- Overview of the help desk workspace

I'd love to put you in touch with some of our Top Experts and Community Members: Hi @drafeedie, @Jnix284, @abuislam, @00000 and @HFisher7 do you have any insights to share to help @SWLen, please?

Have a lovely day and thanks so much! ❤️

Best,
Bérangère

Re: Including ticket replies in Slack channel notifications

drafeedie — Wed, 29 Jan 2025 12:42:12 GMT

@SWLen we were also previous users of Zendesk prior to migrating to HelpDesk and can confirm that the slack integration here leaves a lot to be desired 🙂

You can built a workflow to automate this but Hubspot doesn't just delivery you the "last message received" as you'd expect from Zendesk. It would send an illegible script of HTML text of the most recent message, but would then also include the entire email trail as well in every reply... so on long threads back and forth, you'd end up scrolling endlessly in slack for this.

We've built some alternatives to try to replicate "Side Conversations" from Zendesk that seem to work okay. We don't have a use case for syncing every message from Hubspot to Slack as it would be a lot of volume; what's the use case for doing this out of curiosity?

Re: Including ticket replies in Slack channel notifications

00000 — Wed, 29 Jan 2025 14:56:30 GMT

Seconding what @drafeedie notes about the full email thread coming over. Might be easier to settle for slack notifications without including the reply.

Re: Including ticket replies in Slack channel notifications

SWLen — Wed, 29 Jan 2025 17:24:19 GMT

Thank you for the response @drafeedie - I did see your other post about the extraneous html. We are a smaller team that thankfully don't get many support requests. The "Zendesk approach" of slack notifications, which is what I was hoping to replicate, allows for better oversight as well as the opportunity for different team members to chime in as necessary.