Question

How to create threaded Slack support conversations from emails (Zendesk style)?

  • 28 March 2024
  • 1 reply
  • 9 views

I’m trying to simulate a Zendesk style integration for customer support:

  • Email sent to support@ automatically gets pinged in our dedicated Slack support channel
  • When someone responds and the customer replies, etc., every conversation from the initial ping in Slack gets threaded, not sent to Slack as a new message.

Is this possible?


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1 reply

Userlevel 7
Badge +11

Hi @WelcomeJanet, thanks for joining the Community here! 🙂

Yes that all seems possible. To post a reply to a Slack thread, you’d just need to have the timestamp of the relevant message thread so that you can select that in the Thread field when creating the new message:

2739b734638f7c2122eb839d5a27adcb.png
As mentioned in the help text that’s highlighted in the screenshot above you can use a search action (Find Message) to locate the message you want to add a threaded reply to and get the timestamp (Ts) for it that way. 

Hope that helps to get you pointed in the right direction. If you run into any issues on that or have further questions do let me know.