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Question

Trigger to slack response (starting with a webhook) to generate a CS ticket

  • 16 July 2024
  • 7 replies
  • 28 views

We're trying to create a flow where a webhook sends a message to a 3rd party channel and based on the reply (message, emoji etc) a new CS ticket is created and sent to a customer..

Given we're starting with a Webhook to trigger this flow we've been informed by Zapier that there's limitations with identifying responses in Slack. 

Looking for a workaround and would really appreciate the ideas and support 😊

 

Thank you!

 

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7 replies

Troy Tessalone
Userlevel 7
Badge +14

Hi @Matan01 

Review the available Zap app triggers/actions for the Slack app: https://zapier.com/apps/slack/integrations#triggers-and-actions

You may need to add a Filter or Paths:

https://zapier.com/apps/filter/help

https://help.zapier.com/hc/en-us/articles/8496288555917

⚡ Troy Tessalone - AutomationAce.com | Premier Certified Zapier Expert | #1 Zapier Community Contributor
M

Hi @Troy Tessalone thanks for this! Still not entirely sure how to filter/path on a particular post in a channel. Maybe I can identify the slack post using the timestampthread_ts?

Troy Tessalone
Userlevel 7
Badge +14

@Matan01 

For us to have more context about what you are trying to configure with the Zap step logic, outline a specific example for us.

Screenshots are helpful.

⚡ Troy Tessalone - AutomationAce.com | Premier Certified Zapier Expert | #1 Zapier Community Contributor
M

@Troy Tessalone sure! See attached screenshot

  1. Webhook comes in to start trigger. Let’s say we have an order that’s running late.
  2. Path - it will segment the path depending on whether the webhook contains delivery company X or Y
  3. Path A - assuming the webhook is for delivery company X
  4. Posts a message to a slack channel with delivery company X
  5. At this point we want it to identify a response to the message posted (either emoji or text - it’ll be sent by the delivery company indicating the status of a delivery) i
  6. Based on the response above it’ll create a new customer support ticket with a template that includes metadata we’re pulling in from our webhook.

Hope that helps! Happy to provide more information.

 

Thanks so much!

 

 

Troy Tessalone
Userlevel 7
Badge +14

@Matan01 

You would need to use a different Zap that uses a different Zap trigger event:

https://zapier.com/apps/slack/integrations#triggers-and-actions

 

⚡ Troy Tessalone - AutomationAce.com | Premier Certified Zapier Expert | #1 Zapier Community Contributor
M

@Troy Tessalone - noted, thanks. If the slack message includes all the data needed for the customer service ticket, can I pull it through? Want to have it so the reaction of the emoji then sends out a customer ticket for that particular order.

Troy Tessalone
Userlevel 7
Badge +14

@Matan01 

Best to test to find out for sure.

 

⚡ Troy Tessalone - AutomationAce.com | Premier Certified Zapier Expert | #1 Zapier Community Contributor
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