Tickets & Conversations

drafeedie
Contributor

Slack notifications from HelpDesk

SOLVE

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? 

 

drafeedie_1-1719448746379.png

 

 

drafeedie_0-1719448609273.png

 

1 Accepted solution
Jnix284
Solution
Hall of Famer

Slack notifications from HelpDesk

SOLVE

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. 


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon

View solution in original post

0 Upvotes
4 Replies 4
abuislam
Member

Slack notifications from HelpDesk

SOLVE

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.

0 Upvotes
drafeedie
Contributor

Slack notifications from HelpDesk

SOLVE

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.

 

drafeedie_0-1719481744421.png

 

Jnix284
Solution
Hall of Famer

Slack notifications from HelpDesk

SOLVE

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. 


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
0 Upvotes
Jnix284
Hall of Famer

Slack notifications from HelpDesk

SOLVE

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.


If my reply answered your question please mark it as a solution to make it easier for others to find.


Jennifer Nixon
0 Upvotes