Hi Team,
I have integrated Slack with Zendesk so that whenever someone sends a message in a channel, a ticket is automatically created in Zendesk and all chats are handled from there. However, this is not working for personal DMs from user to user.
I have tried all possible solutions, but the n8n workflow is not being triggered for direct messages.
Could you please confirm whether this is possible or if there are any additional configurations required?
Hi @Tech_ShuftiPro Welcome!
This is not supported by slack, as two human are talking the AI i mean BOT cannot have access to that, also. I confirm that you cannot do that.
But! Let me tell you what i did just make a group of two user + bot and just let it read messages and then so you can perform your desired operation.
Yeah this is a Slack limitation, bots can’t read DMs between two other users unless the bot is part of that conversation. Your best option is what was already suggested, make a group chat with the two users + your bot and trigger off messages there. Also make sure your Slack app has the im:history and im:read scopes and is subscribed to message.im events or it won’t pick up any DM activity at all.
Yeah this is a Slack API limitation, bots simply can’t see DMs between two users unless the bot is part of the conversation. The workaround is to create a group chat with the two users + your bot added to it, that way the bot can read the messages and trigger your workflow to create Zendesk tickets from there.