The Slack for Zendesk Support is a Built by Zendesk integration that allows you to interact with Zendesk Support tickets in your Slack channels. It is available on the Support Team, Professional, and Enterprise plans.
The integration includes the following features:
- Ticket event notifications in Slack: Slack users can see information about Zendesk Support ticket events in specified Slack channels. High-level ticket information is displayed (subject, description, priority, assignee, and creation time). Ticket notifications can be filtered based on event type; and based on groups Support groups. See Viewing ticket notifications in Slack for more information.
- Channel configuration: Slack admins can map Zendesk Support groups to Slack channels. This allows tickets to be routed to the right channel. Additionally, it is possible to choose the specific ticket event types to appear in Slack, reducing noise and letting admins prevent sensitive data from being posted in Slack. See Configuring and editing the integration, below, for more information.
- Creating 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, which they can do using a slash command. See Creating new Support tickets for more information.
- Creating and assigning a requester: When an unrecognized user creates a Zendesk Support ticket in Slack, a new Zendesk Support end-user is created and assgned to them. Similarly, when an agent creates a ticket on behalf of someone else, they can select a requester from a list of existing users, or choose to create a new end-user for them.
- Side conversations: With the Slack for Zendesk Support integration and the Collaboration add-on, agents can use side conversations in a ticket to initiate and participate in Slack threads. See Using Slack in side conversations for more information.
- Answer Bot for Slack: This integration is included in the Slack for Zendesk Support integration, and utilises Answer Bot to listen on selected Slack channels. It resolves questions by providing article suggestions from your Guide knowledge base.
This article covers the following subjects:
Related articles:
Installing the integration
To install the Slack for Zendesk integration
- Log in to your company Slack workspace.
- Go to the Slack Zendesk integrations page: http://slack.zendesk-integrations.com/slack/install.
- Click Continue.
- Enter your Zendesk subdomain, accept the terms and conditions, and click Next.
- On the Install page, select the channel rules you want to apply.
Note: We recommend you select All Public Channels, which simplifies the post-installation configuration process. You can configure specific public and private channels later.
- Click Install.
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Once the installation is complete, you'll be redirected to Slack, and can begin the configuration process.
Configuring and editing the integration
Channel notifications are configured from Slack via direct conversation with the Zendesk app. Only Slack admins can configure channel notifications.
To configure the Slack for Zendesk Support integration
- In your Slack account, view the direct message from the integration, and click Get started.
- Using the drop-down menu, select a channel to configure. If you're configuring the integration from within a channel, that channel is selected by default, and you can scroll through the Channels list, or type a channel name to filter your options.
- Click Next.
Only channels that the Zendesk app has been invited to appears in the drop-down options. To add additional channels, see To add the app to a private channel and To add the app to another public channel.
- Using the Please choose a type drop-down menu, select the types of notifications you want to receive in this channel. You can select multiple notifications. When you’ve selected your notifications, click Done.
- Using the next Choose an option drop-down menu, select the support group(s) that have permission to post notifications in the channel. Support groups are used to categorize tickets, and restrict agent access based on group membership. By mapping groups to channels, administrators can ensure only relevant ticket events are posted to channels, and can exclude groups that have tickets with sensitive data.
By default, no groups are selected . You must select at least one group so they can post to the channel and for updates to be posted in the channel.
- Click Done.
From the Zendesk app’s direct message stream, you can add the app to another channel, edit existing settings, change the subdomain associated with the app, and provide feedback to Zendesk about the app.
To add the app to another public channel
- In Slack, click Zendesk in the Apps section and send a message to start a direct message with the app.
- Click Add channel.
- Follow steps 2-6 in To configure the Slack for Zendesk Support integration.
To add the app to a private channel
- In Slack, select your workspace drop-down menu and click Administration > Manage apps. The Apps page opens in a web browser.
- In the Apps page, click on the Zendesk app icon.
- Click Settings.
- In the Channel access page, under Which channels can Zendesk access? > Zendesk was individually added to, click Add App to Channel. A drop-down list of private channels are listed.
- Select the private channel, and click Allow on the permissions pop-up page.
- In Slack, click Zendesk in the Apps section, and enter /zendesk settings.
- Click Add channel.
- Follow steps 2-6 in To configure the Slack for Zendesk Support integration.
To edit a channel’s app settings
- In Slack, click Zendesk in the Apps section to start a direct message with the app.
- Click Edit existing settings.
- Follow steps 2-6 in To configure the Slack for Zendesk Support integration, above.
You may need to change the subdomain associated with the integration, if, for instance, you are renaming your Zendesk Support subdomain, or moving the integration from a sandbox to a production instance.
To change your subdomain
- In Slack, click Zendesk in the Apps section to start a direct message with the app.
- Click Change subdomain.
- Enter the new subdomain, read and confirm the Zendesk terms and conditions, then click Next.
Zendesk is collecting feedback about the integration. Your comments and suggestions are welcome.
To provide feedback on the integration
- In Slack, click Zendesk in the Apps section to start a direct message with the app.
- Click Provide feedback.
- Use the feedback form to enter your comments, and answer any or all of the integration-related questions.
- Click Submit.
FAQ
This section covers the following questions about using and troubleshooting the Slack for Zendesk Support integration.
Installation questions
I've installed the Zendesk app in my Slack account and I don't see the Zendesk actions?
The app needs to be invited to a channel to work. You can invite the Zendesk app to a channel by clicking on the settings cog inside the Slack channel and selecting "Add apps".
Is Enterprise Grid supported?
It is not supported in the current version. If the integration is installed on Enterprise Grid, the Zendesk app will work only one workspace.
Configuring the integration
Can I connect multiple Zendesk accounts to a Slack workspace?
The current version allows connecting a single Zendesk subdomain to a workspace. We are planning to support multiple Zendesk subdomains in the future.
Can the ticket notification information be customized?
Notification information is not customizable.
Can the integration be used in a shared channel in Slack?
Unfortunately our integration isn't supported in shared channels due to the integration method used (workspace tokens). We're in the process of moving to another method which will be released later in 2020.
140 Comments
We have been using the Slack Built for a while without issues, but I switched to this one to use the new "Actions" functionality... and now none of our notifications come through! I've gone through the setup process three times now just to check if I did something wrong but it is definitely not working.
We had a similar issue a while back trying to set up custom automations to notify the Slack target, but Zendesk's JSON payloads weren't formatted according to Slack's standards so the notifications weren't accepted even though they were sending. Wondering if this is the same issue?
Is anyone else using this and getting it to work? Curious!
Update: After much back and forth, we got it to work -- you have to install the app to Slack AND install to Zendesk separately, THEN it will work. Hopefully they fix that, or at least put it in the installation notes! It isn't a big deal if you know that's what you need to do -- if you don't, it is kind of a wild goose chase ;) . Hope this helps somebody else!
Hi Erica!
I'm glad you got it figured out! I'll talk to our Documentation team to see if we can make that part more clear in the article. Thanks for the feedback!
Hello Zendesk!
I am super-happy to see your Slack integration out there, but it is currently missing a hook or option to show the Organization. We'd love to see the org in there. Are there plans to add this? For now, we are sticking with the JSON-based target I custom built.
Many thanks for your support.
Best,
jds
@Erica, sorry to hear you've been having issues with the configuration but there is no requirement to install anything on the Zendesk Support side. The Slack side app automatically installs all the dependencies in Support.
@James , adding the Organization name to the ticket notification in Slack is something that we're considering doing in the future. Thanks for providing the feedback.
Does this have the ability to notify individual users of updates to their own tickets, versus entire groups? We have too much volume for a group to get a notification for each ticket update, but we are looking around at what kind of Slack/ZD integrations might do for us. Individual user updates would be what we want, ideally.
Hey Daniel,
Unfortunately the slack integration doesn't have the option to target specific users about their own ticket updates.
As a work around to this you could potentially create a group and map updates to tickets in to that group to a channel for each agent, however this wouldn't scale well if you have a large number of agents.
If this is something you would like to see in the future with the integration I would suggest posting on our product feedback forum on this!
Is it able to choose the people that can use this app? Example: I want it to be able only to Workspace admins, is it possible?
Hi Guilherme! Just to be clear, are you hoping to have only your Workspace Admins would be notified of updates, etc. in Slack? Or would your ideal be that only Workspace Admins can create new tickets from Slack? Just want to make sure we're on the same page before providing an answer!
Hi @yuri
A ticket requester is included in the Slack notification. However, since we do not require each Slack user to be an agent in Zendesk Support, this is always listed as the Zendesk user who installed the integration. For this reason, we recommend creating a dedicated user in Support to perform the installation.
Is there a way to change the default Ticket Requester agent please?
Is there a way to send different notifications for different slack channels? Also can we send notifications directly to users in Direct Messages?
@Lindsay, the integration always sets the requester as the Zendesk user who connected the Slack app to Zendesk Support. To change that user you will need to disconnect and reconnect with another Zendesk user.
We're also working on a way to change the requester on the ticket creation form in Slack. This feature will be released very soon.
@Jamie, the current integration doesn't allow customizing the notification, but I would love to hear about your use case and how you would customize the notification if you could.
Would be great if you could add this info to the support ticket we've opened on your behalf.
Direct Messages is a feature we're considering doing. Could you share a bit more details on how you would use that?
@Guilherme, the app access control is done on a per channel basis.
You can create invite the app to a private channel and only it's members will be able to use it.
I want the possibility to forward a ticket to a slack channel or conversation and have a discussion between the different teams (support, cs, RnD...) about it. is this somethings that is possible with this integration ?
@Dolev
The integration currently doesn't support this feature. Tickets get sent to Slack automatically based on configurations, such as group to channel mapping.
You can escalate a particular ticket into Slack by assigning it to a Zendesk group you've previously configured for this purpose, but comments don't get synced automatically between the Slack conversation and the ticket. You can however manually add ticket notes from Slack.
I'm interested to hear about your use case and will reach out directly.
Sure, let's talk
Thank you
Already submitted the product feedback form, but we would really love more filter options to control what tickets get sent to a channel. For example, using Brand instead of Group. Or filtering out updates to tickets/tickets created by an agent. Any update on when these features might be available?
Hello, what the hell is the Zendesk domain? Nothing in the help section says how to do this. What do I put here?
Hi Ryan!
In this article we're referring to your Zendesk subdomain. It's what you use to access your Zendesk instance. It's formatted like yoursubdomain.zendesk.com. I hope that clears it up! Let us know if you still have questions!
We can create tickets from slack > zendesk. However, ticket updated do not work the other way. We can see the triggers are working and incrementing, but no data is in the slack channel. Not sure what could be wrong here. Maybe bad data is being sent to slack?
Hey Mike! To Troubleshoot this, we would want to gather some account-specific information to see what may be going on! Could you shoot us an email with your subdomain to support@zendesk.com?
I am in the same situation as Mike: in slack I can create tickets that appear in Zendesk, but cannot make appear modifications/new tickets in the Slack Channel I have configured.
I have same Trigger and same Slack integration endpoint config.
Guys, could you reach to https://support.zendesk.com/hc/en-us/profiles/3537431888-Erica-Bass to ask her what she did?
Hey, Vladimir!
I am creating a ticket to look into your configuration regarding this issue! Check your email for that.
I set this up but I am getting three messages in slack for every ticket. All I want is when a new ticket is created to send a message to a slack channel. Any idea on why its sending three messages for the same ticket?
Hey Jake,
That's not normal behaviour. Do you have multiple triggers send data to Slack? Can you check your ticket event log by adding '/events' to the end of the ticket URL and see how many triggers fired that were connected to Slack?
If there's nothing obvious there, it might be worth contacting Zendesk's support team, because that sounds like a frustrating issue.
I ended up just using the old integration and removing the new one and it fixed the issue. So I guess until I need more functionality from this integration Ill just keep using the old one since it works for what I nee dit for.
Hi Jake! I'm gad you were able to get it working!
Hi,
I have a question regarding how the integration plays with brands.
Scenario:
I have 2 brands in my org's Zendesk. A customer facing and an internal IT request brand. The default brand in Zendesk is set to customer facing.
I have configured the Zendesk-Slack integration such that it points to the internal IT request brand. But when I create a ticket from Slack, the ticket gets created with the customer facing brand instead of the internal IT request brand (again, the subdomain defined in the Slack-Zendesk integration config is set to create tickets with the internal IT request brand)
Can anyone please advise on what's the best way to get the ticket created with the desired brand?
Thanks!
Hello Anurag,
You would likely want to apply a tag within slack and then create a trigger (or adjust a current trigger) to set the brand when a ticket is created with that tag.
When creating a ticket in slack and adding an image as part of the ticket come through to Zendesk?
I've no problem with the integration just cannot get any images to come through and have to download instead.
Is this possible and am I missing something?
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