Hello!
I am trying to create a workflow. A new message in slack is the trigger which results in a ticket in zoho. How do I finetune it where replying in the thread of the original message in slack updates the ticket created instead of creating a new one? As of right now reglardless if you message in the channel or reply in the message thread it creates a ticket.
Any help would be super appreciated!
+6We’d probably need some screenshots of the overall builder and of the configuration for the actions, but it sounds like you’d still want a new message to trigger the zap, but then you’re going to need to use some ‘look up’ or ‘find’ steps in Zoho and/or Paths in Zapier.
Theoretically, Slack triggers the zap, then you should look for a ticket in Zoho. If it finds it, you update/add to the existing ticket. If it doesn’t find a ticket, you create a new one.
We’d probably need some screenshots of the overall builder and of the configuration for the actions, but it sounds like you’d still want a new message to trigger the zap, but then you’re going to need to use some ‘look up’ or ‘find’ steps in Zoho and/or Paths in Zapier.
Theoretically, Slack triggers the zap, then you should look for a ticket in Zoho. If it finds it, you update/add to the existing ticket. If it doesn’t find a ticket, you create a new one.
I’ll work on it a bit more and post screenshots tomorrow! Thank you for that. Hopefully I can get this to work because not looking forward to building custom apis in zoho otherwise.
+6Hi
Keep us posted on this one, so we can troubleshoot your issue further. Thank you.
Hello
So my main question right now is how do I automatically tie a reply in the original messages thread to the created ticket? Lets say a message in slack from “Beth” comes in, zoho creates ticket #146. 5 minutes letter “Beth” posts another messaged in that original messages thread with an update, how can I tie that to #146 as a comment instead of another created ticket? Additionally, how do I tie it in a way that if beth posts again for another issue later in the day, that message wont be added as a comment to her earlier issue?
Hopefully all that makes sense.
What I have so far is this.
The places I’m stuck.
+6Hi
In order to track Slack threads and associate them with Zoho tickets, you can use a combination of Slack's thread IDs, Zapier's Storage app, and Zoho's API. Capture the thread ID when a Slack message is posted, check if it's stored in Zapier to determine if it belongs to an existing thread, and either add it as a comment to the associated ticket or create a new ticket if it's a new thread. Manage thread IDs in storage to avoid outdated associations. This approach requires API knowledge and may have limitations due to Zapier and Zoho constraints.
Let us know if you have any other inquiries. Thank you.
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