Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue (agents, admins, customers, etc.) (2-3 sentences)
We’d like the Zendesk–Slack integration to support placeholders in the Slack channel selector, so the target channel can be set dynamically from ticket/organization data. This impacts admins, support agents, and the account teams who rely on Slack notifications per customer account.
What problem do you see this solving? (1-2 sentences)
Right now, the Slack channel for a notification must be statically defined, which doesn’t scale when you have hundreds or thousands of customer-specific channels. Allowing placeholders would let us route notifications to the correct account channel automatically, without maintaining an unmanageable number of triggers.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We’re currently in the process of migrating from our legacy webhook-based Slack integration to the official Zendesk–Slack app due to new IT security guidelines, and this limitation is blocking that migration. Our support workflow sends ticket creation notifications into account-specific Slack channels (one per client), and we can no longer change the channel dynamically when using the new integration. With hundreds/thousands of organizations, creating and maintaining separate triggers per account isn’t operationally feasible. This affects us daily and risks either losing important account-level visibility in Slack or remaining on a deprecated integration that doesn’t meet internal security requirements.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes. Today, we use a webhook trigger that posts directly to Slack with a payload like: "channel": "#acct-{{ticket.organization.custom_fields.account_key}}", which lets Slack resolve the correct #acct-<key> channel on the fly. This works technically, but we’ve been asked to move off custom webhooks and onto the official Zendesk–Slack integration for security and governance reasons.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
In the Zendesk–Slack integration, we’d like an option in the channel dropdown that allows free-text entry supporting Zendesk placeholders (for example, #acct-{{ticket.organization.custom_fields.account_key}}). At runtime, the integration would evaluate those placeholders using the ticket context and send the message to the resulting Slack channel name, restoring the dynamic behavior we had with webhooks while staying fully within the supported integration.
Edit: Looking at the integration again, I’m realizing that the dropdown doesn’t seem to be relying on channel names but rather IDs. I’ve renamed a few channels and the triggers persist. Aside from a placeholder like we’ve used before for a custom channel name, maybe a placeholder that uses an organization field that we simply populate with a slack channel ID?