Slack notifications from HelpDesk

[drafeedie]

The slack notifications within HelpDesk are super limited due to the ticket propery options being super limited within the configuration settings (screenshot below.) What is the best way to configure notifications to a primary account rep / CSM that owns an account? For example, any time a ticket is updated (or opened), notify the CSM via Slack - but also we want to include the last email message sent. 

We've tried using Email Body in workflows but it renders a ton of HTML. 

Is there a better way to think about this, or to clean up how the email body sends via slack? 

[abuislam]

Consider using a middleware tool to clean up HTML before sending notifications to Slack. Alternatively, explore integration tools like Zapier for more customizable notifications. This should help make the updates more readable for your CSMs.

[drafeedie]

Hi @Jnix284, 

Here is a screenshot of what we're seeing in the slack notification itself. The HTML starts with the most recent email (which is what we want) and then goes through the whole entire historical thread (so it's very long) and then finally gets to the portion where I blacked out some data that is an actual formatted notification that we'd expect.

[Jnix284 · Accepted solution]

This definitely seems like a bug, with the slack integration and not with how you have it configured @drafeedie, since you're using Enterprise, I'd submit a ticket to HubSpot Support to see if they can't get this resolved for you. 

[Jnix284]

Hi @drafeedie can you share an example of how the email body is coming through via slack? It'd be helpful to see what's happening on that end - please black out any sensitive info, keeping the HTML if possible.