Summary: ◀▼
You can connect Zendesk Support to Slack to receive ticket notifications, create tickets, and manage approval requests directly in Slack channels. The integration supports side conversations and lets you deploy an employee service AI agent to answer questions based on your knowledge sources. Multiple Zendesk accounts can connect to multiple Slack workspaces, enhancing internal support collaboration and ticket management.
Slack for Zendesk Support is an integration that can connect one or more Zendesk subdomains to multiple Slack workspaces. It allows you to interact with Zendesk Support tickets in your Slack channels. The integration also allows you to add an employee service AI agent to your Slack channels, if you want.
About the Slack for Zendesk Support integration for employee service
The Slack for Zendesk Support integration for employee service includes the following features:
- Ticket event notifications in Slack: Slack users can see information about Zendesk Support ticket events in specified Slack channels. Using triggers, Zendesk administrators can configure which conditions will send notifications, the Slack channels to send them to, and the information included in the notification message.
- Create new tickets directly from Slack: This feature is designed to cater to an internal use case where Slack users want to raise a new Support ticket directly from Slack.
- Side conversations: Agents can use side conversations in a ticket to initiate and participate in Slack threads.
- Employee service AI agent: You can create and deploy an employee service (ES) AI agent to any Slack channel. The ES AI agent can answer questions in Slack based on its connected knowledge sources.
- Multiple connections: You can connect multiple Zendesk accounts to one or more Slack workspaces.
- Approval requests: You can view and respond to approval requests in the connected Slack workspace.
Installing the integration to add a connection between Slack and Zendesk for employee service
To install the integration, you must be a Support admin and have permission to install apps in the Slack workspace. Additionally, the integration cannot be installed on a shared Slack workspace (a workspace you don't own but have been invited to as an external user).
The installation adds a connection between one Zendesk account and one Slack workspace. To add multiple connections, run the installation for each connection. For example, if your company uses one Slack workspace with three Zendesk accounts, run the installation three times to make these connections.
After the integration is installed, tickets can be created from any Slack channel. If you want an employee service AI agent to operate in Slack you still need to deploy an employee service (ES) AI agent to any Slack channel.
To install the Slack and Zendesk integration for employee service
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations. - Click the options menu (
) next to Slack, then click View. - Click Connect workspace.
- If your company uses multiple Slack workspaces, make sure the drop-down list in the
upper right corner displays the name of the workspace you'd like to connect to Zendesk,
then click Allow.
You can now deploy an ES AI agent to Slack channels. See Deploying an ES AI agent to Microsoft Teams channels.