The engineering team has been hard at work while we've been in the Techstars Boulder 2018 program. We've pushed out a lot of great new features:
Send internal notes when default is public response
By default, responses to threads in Slack post as public responses to Zendesk tickets. If the default is public response, you can start your message in Slack with IN: to post an internal note. This will only work if your email in Slack maps to the email of your agent profile in Zendesk. If you are not a Zendesk agent, it will post as a public response.
Triggering an action when a ticket is created
Often, when a ticket is created from Slack, it is useful to automatically assign that ticket or modify the ticket in some way based on the fact that it was made via BubbleIQ or even which Slack channel it was created in.
For every ticket synced with Slack through BubbleIQ, there are two things you will be able to build a trigger based on:
- A tag will be added to the ticket with the name of the Slack channel.
- A custom field will be populated on every ticket. It will either be called "bubbleiq_slack_channel" or "slack_channel"
So, you could build a trigger to assign tickets that are created via BubbleIQ in the #feature-requests channel with a trigger like this:
Creating a ticket from multiple ticket forms via Slack
When creating a ticket from Slack, you often have required fields you want users to fill out. Previously, we added the ability to connect one ticket form. Now, you can connect multiple ticket forms. Message the bot "admin" and click "Enable Multiple Ticket forms." You can either choose 4 specific forms, or all forms.
Then, when users use /support or mark a message with a :key:, they will be asked which form that ticket is related to, which will then launch that form in Slack:
This feature is only available on BubbleIQ's Premium and Enterprise Plans. Ticket forms also requires the Enterprise version of Zendesk.