Setting up notifications for conversation events

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Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM)

This article describes how to set up notifications to review conversations based on help desk events. By following these steps, you can ensure timely reviews and improve the quality of your customer support.

This article contains the following topics:

About notifications for conversation events

Setting up webhooks

Configuring triggers

About notifications for conversation events

Notifications for conversation events help you stay informed about important interactions in your help desk. This guide uses Zendesk as an example.

For more information on webhooks, see Zendesk's general guide and how to send them to Slack.

Setting up webhooks

To set up notifications for conversation events, you need to create a webhook in Slack and configure it in Zendesk.

To set up a webhook in Slack

Go to Incoming webhook in Slack and set up a new webhook.

To configure the webhook in Zendesk

As a Zendesk admin, navigate to Settings > Extensions > Add target.

Choose HTTP Target.

Add the Incoming webhook's URL that you generated in step 1 as the target URL.

Set the target's method to POST and the Content type to JSON.

Test the target by passing in an example message, such as { "text": "Hello Zendesk QA!" }.

If you receive the message on Slack, submit your new HTTP target. If not, check the API > Target Failures page for debugging information.

Configuring triggers

Once the webhook is set up, you can configure triggers in Zendesk to send notifications to Slack based on specific events.

To configure triggers in Zendesk

Navigate to Settings > Business Rules > Triggers.

Click Add Trigger and give it a name.

Set the conditions for the trigger. For example, Satisfaction Is Bad.

Click Add action and select Notify target from the first dropdown, then select the name of the target you created.

In the Message field, enter the following JSON payload:

{
"text": "You received some feedback on a ticket. "
}

For more details on constructing the link and the externalTicketId query parameter, see our article about linking to Zendesk QA from your help desk.

Whenever your trigger's conditions are fulfilled, you will receive a Slack notification.

(Optional) You can enhance the Slack message with advanced formatting and add custom buttons. Use Slack's Message Formatting tool to preview the JSON payload as a real Slack message.