Ensuring Slack Side Conversations Work in Zendesk
How do I ensure Slack side conversations work correctly in Zendesk?
To ensure Slack side conversations work correctly in Zendesk, make sure your bot and external users are invited to a Slack Connect channel owned by your workspace. If they are invited to a channel owned by an external workspace, side conversations won't function properly. Additionally, ensure that the latest version of Slack for Zendesk Support is installed and side conversations are activated by the administrator.
More related questions
How do I create a side conversation using Slack in Zendesk?
To create a side conversation using Slack in Zendesk, you need to open a ticket and access the context panel. From there, click the Side conversations icon and then the plus sign (+). Select Slack as the conversation type, enter the Slack channel,…
Can I delete a Slack side conversation in Zendesk?
Yes, you can delete a Slack side conversation in Zendesk, but only if you are the agent who created it or an administrator. To delete, open the ticket, access the context panel, and click the Side conversations icon. Select the conversation you…
What are the limitations of using Slack side conversations in Zendesk?
Slack side conversations in Zendesk have a few limitations. Ticket comments must be 1,000 characters or less to be inserted into a Slack side conversation. While Slack @mentions are supported, they don't autocomplete, requiring you to enter the…
What happens to Slack side conversations if messages are deleted in Slack?
If messages are deleted in Slack, the deletions are reflected in the side conversations within Zendesk. This means that any message edited or deleted in Slack will also be updated in the corresponding Zendesk ticket. However, messages added to the…
Can I use Slack side conversations with multiple workspaces in Zendesk?
Yes, you can use Slack side conversations with multiple workspaces in Zendesk. When you have multiple Slack workspaces connected, the workspace name will appear after the channel name in the list of available channels. This allows you to manage…
How do I find a Slack member ID for @mentions in Zendesk?
To find a Slack member ID for @mentions in Zendesk, go to the agent's profile in Slack. Click the options menu and select Copy member ID. This ID can then be used in angle brackets, like <@U1H63D8SZ>, to mention users in Slack side conversations…
What should I do if the link between Zendesk and Slack breaks?
If the link between Zendesk and Slack breaks, you can still open and view side conversations in a ticket, but you won't be able to send or receive updates through that Slack channel. This can happen if the Zendesk app is removed from a Slack…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
