FAQs - Zendesk Integration

Common questions on Thena's Zendesk integration

Why are some of my customer requests showing up as requested by the Zendesk admin?

Each Slack workspace has the ability to choose whether or not to display a member's email address. If the workspace has set this to No one, then Slack does not provide the email address of your customers through its API (image below)

The email is critical for our Zendesk integration to work. This is because we sync contacts between Slack and Zendesk using the email object. If the email id is not provided by Slack, Thena will automatically assign it to the Zendesk admin that setup the Thena integration.

Why are responses by my agent from Zendesk showing up as they are sent as Thena on Slack?

Thena whitelables the responses with the agent name and profile picture. If your agent's response is being delivered on Slack with the Thena icon and name, one of the following is the root cause:

  • Agent user does NOT exists on Slack
  • Agent has a different email on Slack vs that on Zendesk (case sensitive)

What happens if a ticket is raised on behalf of a user that does not exist on Zendesk?

In this scenario, Thena will automatically create a new user in Zendesk.

Why does the 'Requested By' dropdown show up when I am creating a ticket

In a private channel, we do not pull the user data to cater to privacy. That is why, you are asked to explicitly add the requestor in order to send it to Zendesk. This is then used to map and show the relevant user in Zendesk.

Does Priority sync work for the Zendesk integration?

Yes - We sync both Status and Priority bi-directionally.

Will an OAuth for Zendesk be available?

Yes - we are currently working on having an O-Auth enabled integration with Zendesk. Once completed, you will no longer need to do a one time setup of Webhooks and associated Triggers in Zendesk.

Should I create a new Admin user in Zendesk for the integration?

This is optional - You can continue to use an existing admin account, or create a new user.

What happens if I create the integration in Zendesk as an Agent (and not as an Admin)?

If the integration is setup as an agent, then the Zendesk API ends up passing a lot of customer messages as a message from the Zendesk Thena admin, instead of mapping the message correctly.

Why am I unable to receive hyperlinked text in Slack when I send a message through Zendesk?

This is due to the limitations with the Zendesk Webhooks which do not support complete HTML.
As an alternative, you can share the exact link instead of hyper linking Eg: https://example.com/ instead of Example

Am I able to track the ticketing volume from Thena/Slack in Zendesk?

Yes, you can enable what's known as a default tag to send to Zendesk. This can be something like thenaSlackRequest. All requests that originate from Slack will have the default tag applied. To request default tagging, please reach out to the Thena team.

Will Internal notes in Zendesk be visible on Slack?

No - Internal notes are viewed as collaboration within the Support team. As a result, we do not show the internal notes to the customer.

How do I disable emails for tickets created via Slack?

🚧

Please share the name of your tag with Thena

Please go through the steps below on Zendesk and then share this tag with us and we will configure this tag to be sent with all of your tickets.

Go to Zendesk Admin pannel --> Object and Rules --> Business Rules --> Triggers --> Notify

  • Select Trigger - Notify requester and CCs of comment update
  • Add a condition of tag contains non of the following: {{yourslacktag}}