Slack for Zendesk Support is a Built-by-Zendesk 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.
This article covers the following topics:
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About the Slack for Zendesk Support integration
The Slack for Zendesk Support integration 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. See Creating tickets in Slack.
- Side conversations: Agents can use side conversations in a ticket to initiate and participate in Slack threads.
- Answer Bot for Slack: The Answer Bot for Slack integration is included in the Slack for Zendesk Support integration and utilizes Answer Bot to listen on selected Slack channels. It resolves questions by providing article suggestions from your Guide knowledge base.
- Support for multiple connections: You can connect multiple Zendesk accounts to one or more Slack workspaces.
Considerations when connecting multiple accounts
It's common for organizations to have internal teams with their own Zendesk accounts but share a single Slack workspace. Similarly, a company can have just one Zendesk account and collaborate in several Slack workspaces.
The good news is that the integration is flexible and allows you to use one or more Slack workspaces to respond to customer inquiries sourced from multiple Zendesk accounts.
- When installing the integration, you add one Slack-to-Zendesk connection at a time.
- When adding new connections between Zendesk and Slack, create triggers for the Slack ticket notifications you want to send.
- If you're using Answer Bot for Slack and a question is posted in a channel, users will receive article suggestions from all your help centers. Article suggestions aren't combined into a single response from Answer Bot—users will see multiple Answer Bots responding.
- If you plan to use Slack in side conversations, you must turn on side conversations for each Slack workspace.
- The integration supports multi-workspace channels, which are shared among multiple workspaces in an Enterprise Grid organization. However, it does not support organization-shared channels, which are configured to be shared among all workspaces in an Enterprise Grid organization (applies to Slack Enterprise Grid plans only).
Installing the integration to add a connection between Slack and Zendesk
To install the integration, you must have administrative privileges in Zendesk Support 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, but the app needs to be added to each channel that requires notifications and Answer Bot.
To connect Slack and Zendesk
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations.
- Click the options menu icon (
) 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.
- Enter the subdomain of the Zendesk account to connect to the workspace, then
click Continue.
You can connect additional Zendesk accounts to the workspace after you finish setting up this connection. Connections are added one at a time.
- At Allow Slack to access your Zendesk account?, click Allow.
The installation is complete.
- Click Set up in Zendesk Admin Center to configure this connection, or repeat this procedure to add more connections.
Removing a connection between Zendesk and Slack
If you no longer want to use the Zendesk app in a Slack workspace, disconnect the integration for that workspace. You can disconnect from Admin Center or Slack; the result is the same. It's important to note that you won’t receive ticket notifications in your channels for that workspace or be able to create tickets from Slack.
Your configuration settings will not be lost even if you reinstall the app. However, you will have to re-add the app to Slack channels.
To disconnect using Admin Center
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations > Integrations.
- Click the options menu icon (
) next to Slack, then click View.
- Click Configure under the name of the Slack workspace to disconnect.
- Click Actions, then click Disconnect from the drop-down menu.
- Click Disconnect in the confirmation message.
To disconnect using Slack
- Sign in to your Slack workspace.
- Under Apps, click Zendesk.
- Under Connected Zendesk accounts, click Disconnect for the account you'd like to disconnect.
154 comments
T.J. (ZenBros)
Decided to give this a spin, disabling our custom Slack webhook triggers. If there is no identified method, please consider this a feature request:
Configuration of triggers to post to specific channels based on conditions.
Example:
Currently all added channels get blapped.
11
Russell Roth-Peltz
Once the integration has been installed and configured, does the Zendesk admin who installed it need to remain an agent in order for the integration to continue to function?
0
David Gillespie
Hi @...,
Yes, the account that set up the integration needs to remain an admin or the integration will break.
Thanks,
David
0
Russell Roth-Peltz
@... Thank you!
0
Mike Carroll
Hi David,
Any update on support for shared Slack workspaces / Slack Connect?
Thanks,
Mike
0
David Gillespie
Hi @...,
Unfortunately our current integration doesn't work in shared Workspaces or via Slack Connect.
We're currently investigating a new Slack integration that will work in both along with a number of other features. We will be able to communicate a date when this new integration will be available in a couple of months.
Thanks,
David
0
Mike Carroll
OK thanks @... will keep an eye out.
Mike
0
Stefan Jonsson
Got an error message in Slack saying "The configuration for this integration is incomplete. Please contact your admin to resolve the issue."
I managed to solve the issue by going through the installation once again. I suggest you add a section on how to solve issues with the integration as searching for this error message gave no hits.
2
Mason Jackson
I saw a comment from @... that the ability to customize the notifications being sent to Slack was coming potentially at the end of 2020. Any update on that? We've recently hooked our two platforms together and when a long thread is sent to Zendesk to open a ticket the entire body of the ticket gets posted in Slack taking up the entire screen. Ideally we just want the Subject to come through.
0
David Gillespie
Hi @...,
Thanks for reaching out & following up.
We're still finalising the roadmap for the new Slack integration which will be released later in 2021. We're planning to include updates to notifications, making it easier to configure notifications and potentially customise the content of the notification. We're still doing technical discovery on this and unfortunately can't give a definite confirmation of if and when this would be released.
Thanks,
David
0
Mike Mike
Hi there
I installed Slack into Zendesk and Zendesk client into Slack. It looks like this integration works, but unfortunately, we can receive notifications about Zendesk tickets only in Slack public channels. Is it possible to receive them in private channels? I added our private channel into the Zendesk client settings, but no notification so far.
Could you please tell me what I did wrong?
0
David Gillespie
Hi @...,
Are you able to confirm you've give the Zendesk app permission to be in the required private channels?
There's some instructions above under "To add the app to a private channel" which outline the steps to add the app to a private channel.
Thanks,
David
0
Vladyslav Oboronko
Hello @David Gillespie
Yes, I can confirm that we added a private channel into our Zendesk settings following the instruction "To add the app to a private channel".
We managed to receive notifications for our public channel we added previously, but the same steps do not work for a private one.
By the way, if you try to add another channel (private) into our Zendesk app, it just does not allow you to do it (please, check this screenrecording here: https://files.fm/u/4x9f5jzv6)
Thank you in advance!
0
David Gillespie
Hi @...,
Thanks for flagging this, this needs to be escalated to our support team for resolution.
I've raised a ticket on your behalf and our support team will be in contact with you shortly.
Thanks,
David
0
佐々木 岳人
Hello.
I have a similar problem with Mike Mike and Vladyslav Oboronko.
I've linked the public channel with the Zendesk App and confirmed that I'm notified of ticket updates.
And then I changed the channel to private.
Then I noticed that I was no longer notified of ticket updates.
As you can see in the image, the Zendesk App is set up to access the ss_iot channel.
In addition, there is one interesting description in the document.
"Note: Due to recent changes to the Slack platform, you cannot add the app to newly created private channels or channels converted from a public channel to a private channel."
The ss_iot channel was created around the end of last month. Is this the reason why I can't set notifications?
Thanks
0
Jeff Klein
So is the feature where you can dedicate a channel to be all the incoming (new, open, updated) tickets now broken in Slack?
You say:
"Note: Due to recent changes to the Slack platform, you cannot add the app to newly created private channels or channels converted from a public channel to a private channel."
Is there any way to get a channel with updates?
0
David Gillespie
Hi @... - this is probably why you can't receive notifications into this channel.
Hi Jeff - the notifications feature still works, its certain channels that are broken due to recent changes made by Slack.
We are actively trying to fix this problem but this requires a re-build of our integration due to it being built on Slack's Workspace apps. We hope to have this fixed shortly, a specific date will be communicated soon.
Thanks for your patience.
David
0
佐々木 岳人
Hello @...
Thank you for contacting us.
I was relieved to hear that the app was being modified.
By the way, how can I receive the announcement?
1
Jaap Bakker
Can create tickets in Zendesk from Slack, but after that there is no communication whatsoever between slack and zendesk (Ticket replies are not shown in slack, slack replies in the threads are not shown in the zendesk ticket) e.g. No communication besides create ticket in zendesk :-(
0
David Gillespie
Hi @...,
Thanks for the feedback on the Slack integration. I've captured this as a feature request for the new integration.
Cheers,
David
1
佐々木 岳人
Hello.
When you press "Add Channel" or "Edit Existing Settings" in "Zendesk Support Ticket Notification", the image below will appear and you will not be able to specify the channel.
I've successfully set up ticket notifications once in this workspace, and I'm still receiving those notifications. However, as mentioned above, it is not possible to add new notification settings or change existing notification settings.
I have confirmed that the link between the app and the channel has been set.
Can you give me some advice on how to solve this problem?
Thank you.
0
Stephen Sherwood
Any updates around timing on the Slack integration update/rebuild? This Q3? Q4? Into 2022?
I need to decide if I should get a different connection setup to handle Zendesk <-> Slack to drive adoption of Zendesk in my org, and it's hard to make an educated decision in the dark.
Thanks!
1
David Gillespie
Hi @...,
Thanks for flagging this, I've raised a ticket on your behalf as we'll need further details to help resolve this problem.
Hi Stephen,
We're working on a new release of the app that migrates off Workspace in August. This should resolve some of the bugs we're seeing at the moment.
Thanks,
David
0
佐々木 岳人
Hello @...
Thank you for creating the ticket.
But Please tell me about this ticket.
Is it possible for me to access or check the contents of this ticket?
Or does it require action, such as sharing some additional information?
0
David Gillespie
Hi @...,
Thanks for following up, you should now have a ticket in your inbox.
David
0
Perla Rimmerman
Hi! Is it possible to integrate two separate Zendesk accounts belonging to the same company into one Slack account?
5
Sean Bourke
Hi @...,
At the moment, the Slack for Zendesk integration only supports mapping one Zendesk account to one Slack account. I've recorded your feedback, so we can explore the feasibility of this in the future.
Sean
5
Perla Rimmerman
Thank you, @.... Hopefully this is something that can be looked into for a future update.
4
Krista
Hi there ,
When I followed the steps to configure the settings, Zendesk app did not prompt any notification settings in slack direct message , how to I proceed with the settings ? Thank you
1
James Johnstone
It seems like when one tries to edit the app by clicking on 'Edit notification settings' the comment just collapses and the line to the left turns blue.... it refuses to provide notification settings and there is no alternative way, these steps do not work any more - it appears to be broken! Zendesk have raised a ticket to investigate so hopefully it will be sorted soon.
0