After the Slack for Zendesk Support integration has been installed and configured, you can create and comment on Zendesk Support tickets. If your Zendesk administrator has configured triggers for Slack, you will also see ticket updates in your Slack channels.
Related articles:
Viewing ticket notifications in Slack
If your administrator configured Zendesk triggers for Slack, you’ll see notifications in your Slack channels similar to the example below when tickets are created or updated in Zendesk. The content within these notifications is typically high-level and customizable by your administrator.
Click the subject line (in the example above, the subject is Delivery to wrong address) or the ticket number in the footer to open the ticket in Zendesk Support.
The footer also includes the ticket status, the Zendesk account in which the ticket was created, and the time the notification was sent.
Creating tickets in Slack
You can create tickets in Slack for agents to solve in Zendesk Support. The requester is set to the Slack authenticated user by default but can be changed.
You can create tickets directly in Slack in the following ways.
- Using the
/zendesk
global shortcut - Using a Slack action, which converts a Slack message into a ticket
- Using the Zendesk app in the Slack sidebar
- In a Slack Connect channel, using the @zendesk mention in a message
Depending on how your administrator configured notifications, you might see notifications in your Slack channels after creating a ticket.
The created_from_slack tag is automatically added to tickets if created in Slack. (Using the @zendesk mention in a Slack Connect channel does not add this tag to tickets.) Use this tag to create views or business rules to assist with the ticket workflow. See Viewing tickets created in Slack.
Creating tickets with a global shortcut
You can use the /zendesk
shortcut to create a ticket without creating a
Slack message first. The shortcut can be used in channels where the Slack for Zendesk
Support integration has been invited to the channel.
See the Slack documentation for more information about global shortcuts.
To create a ticket using a shortcut
- In a channel, type:
/zendesk
- Select Create a ticket from the menu that appears.
The Create new ticket form appears.
- Enter the following information:
- Subdomain: If your company has multiple Zendesk accounts connected to the workspace, select the Zendesk subdomain you're creating a ticket in.
-
Subject: A brief, descriptive subject for the ticket.
-
Requester (optional): The user submitting the ticket is selected as the requester. However, you can click and type in this field to display a searchable list of existing Slack users.
If an unrecognized user creates the ticket in Slack, a new Zendesk Support end user is created and assigned to the ticket. Similarly, when an agent creates a ticket on behalf of someone else, they can select a requester from a list of existing Slack users or create a new end user.
- Assignee (optional): The name of the Zendesk group you want to assign the ticket to. Click this field to display a list of groups or enter the group's name. As you type, you can select the assignee from the displayed list of matches.
- Description (public): A more detailed description of the ticket. Anyone with access to the ticket can view the information in this field.
- Click Submit.
A ticket is created in Zendesk Support and a notification is sent to the Zendesk app in Slack under the Messages tab.
Other channels may be notified if your administrator set up notifications using Zendesk triggers.
Creating tickets with a Slack action
You can convert an existing Slack message into a ticket by selecting the Create a ticket action in the More actions menu. The action works only in channels where the Slack for Zendesk Support integration has been invited to the channel.
To create a ticket using the Slack action
- In the Slack channel, hover over the message to display the
options.
- Click the More actions icon (
) to display the message actions, then click Create a ticket.
- Complete the ticket fields in the Create new ticket form.
The Description field is pre-populated with the text of the Slack message you're using to create the ticket. You can leave it as is or edit the text.
- Click Submit.
The ticket is created in Support and is added as a reply to the Slack thread with the Zendesk metadata (ticket number, status, account, and date/time) included.
Creating tickets using the Zendesk app
You can create tickets from the Zendesk app in Slack.
- Click Apps > Zendesk in the Slack sidebar.
- Click Create a ticket on the Home tab.
- Complete the ticket fields in the Create new ticket form.
- Click Submit.
A ticket is created in Zendesk Support and a notification is sent to the Zendesk app in Slack under the Messages tab. Other channels may be notified if your administrator set up notifications using Zendesk triggers.
Creating tickets in a Slack Connect channel
Slack Connect lets you work with people outside your company. Internal and external users within a Slack Connect channel can create tickets using the @zendesk mention. The Assignee field is not available for external users in the Create new ticket form.
The @zendesk mention can be used in channels where the Slack for Zendesk Support integration has been invited to the channel.
To create a ticket in a Slack Connect channel
- In a Slack Connect channel, enter the @zendesk mention in a
message.
For internal users, the integration will respond with a message and a button to create a new ticket. For external users, the integration will include the workspace icon.
- Click Create a ticket.
- Complete the fields in the Create new ticket form.
External users will not see the Assignee field.
- Click Submit.
The ticket is created in Support and added as a reply to the Slack thread.
Viewing tickets created in Slack
To filter tickets created by the Slack integration, you can leverage the created_from_slack tag, which is automatically added to tickets created using the global shortcut or Slack action.
To do that, create a new view in Zendesk Support that filters tickets based on tags. See Adding views.
Commenting on existing tickets in Slack
You can add an internal note (also called a private comment) to an existing ticket in Slack from the ticket's notification thread. Only other Zendesk agents can view a ticket's internal notes.
You can add a comment directly from the original ticket notification or by replying to the notification in Slack and converting the reply to a comment.
To add an internal note to a ticket
- In Slack, hover over the ticket notification or reply message to display the options.
- Click the More actions icon (
) to display the message actions.
- Click Add as internal note.
- Add your comment in the Internal note field.
- Complete the fields for the internal note. Depending on how you created the note, some fields may be pre-populated from the message or the ticket.
- Click Submit.
An internal note is added to the Zendesk Support ticket, and a new notification is added to the original notification thread.
FAQ
This FAQ covers the following questions about using the Slack for Zendesk Support integration.
Why is the Requester field on tickets created via the integration set to the person who installed the integration?
If the Requester field is left blank on a Zendesk ticket created in Slack, or if there were issues with setting the value in that field, the Requester is set to the user who authenticated to Zendesk during the installation process.
Can attachments be included in the ticket notification in Slack?
Comment attachments aren't currently included in the notification in Slack, but light agents can click on the ticket link to see them in Zendesk. Inline images and image links included in the comment are posted to Slack.
Can I close tickets from Slack?
You cannot currently close tickets using Slack.
Can I edit ticket fields in Slack?
You cannot currently edit ticket fields in Slack, but they can be edited from your Zendesk Support account.
If I create a new ticket from Slack, can other users on the channel see it?
Anyone in the channel can see tickets created in the channel.
Can I create a ticket in a direct conversation with the Zendesk app, and will other users see it?
Yes, you can. The notification is posted back to you. Other channels on your Slack account may be configured to receive ticket notifications and could also see your ticket notification.
Can I assign a ticket to a Zendesk user instead of a group?
No, the integration only allows tickets to be assigned to a group.
Can external users create Support tickets in Slack Connect?
Users from external workspaces in Slack Connect channels cannot access the global shortcut command. They can create tickets in channels where the Zendesk Slack app has been added by tagging the app.
101 comments
Mat Kelley
I have just tried to integrate this - in slack however there is no drop down menu for chosing channel. What am I missing?
0
Tyler Tew
@... see you've made a few comments in the past about a new integration. I've got a couple of questions on that.
Will this new integration support custom ticket forms? The ability to ensure that certain details are always included in tickets/requests would be appreciated.
Is this new integration in the works currently? If so, can you share what sort of timeline you're aiming for?
3
David Gillespie
Hi @...,
Thanks for reaching out.
We are looking at ways we could surface a custom ticket form in Slack in the new Slack integration. Unfortunately we're still working through our solution and scope so I can't give a definite date or confirmation for when this will be ready, but we are looking at it.
Thanks,
David
1
Jeremy Smythe
I've run into an issue when doing Create a ticket, I choose the group I want (only have 3) but it seems all the tickets are going to the Default group. Create a ticket shows all 3 groups. But everything is getting assigned to Default.
0
Cheeny Aban
Hi Jeremy,
I would suggest that you reach out to our Customer Support so we can take a closer look into your integration and check what could have possibly assigned the ticket to the default group instead of your desired group.
0
Casey
Hello,
Is there anyway for the ticket created via the Slack Channel and it's comment to automatically post as an internal note as opposed to a public comment?
Thanks.
2
Jan
The native Zendesk-Slack integration does not offer the functionality of setting the first comment as an internal note on new tickets. Here are some alternatives:
We'll definitely send a word out once such a feature becomes available so stay tuned. 😁️
2
Paul K
It'd be great if you could make the Assignee field a mandatory field instead of optional. I've raised this with Zendesk Support who advised it's not possible.
Some of our teams will create support tickets through Slack on behalf of a client, and sometimes they'll forget to specify an Assignee in error, which leads to the ticket ending up in a limbo state until someone identifies it and assigns it to the appropriate support Group.
We can't resolve this via a Trigger either, because we have multiple support Groups based on different geographical regions, so there's no one-Group-fits-all when it comes to tickets logged through Slack.
At the moment, we've had to create a View that displays tickets with a null Assignee field, and we reassign those tickets manually, but ideally it'd just be possible to choose whether the Assignee field is mandatory or optional.
1
Sean Bourke
Hi Paul K,
Thank you for your feedback. We're working on some improvements to our Slack integration and I've recorded your feedback for consideration.
1
Louis
Is there any way to automatically tag a user while creating a Zendesk from Slack? Example: you want an admin on Slack to see all Zendesk tickets created with the integration
0
Sean Bourke
Hey Louis,
Thanks for sharing this feedback. In suggesting tagging a user, do you mean referring to that user's Slack account (i.e. a link to that user) as opposed to using the user's name?
While it's not possible to view all tickets in Slack, this can be achieved in Zendesk. Any tickets created via Slack will include a created_from_slack tag, which can be used in a view or reporting.
0
Jason McLean
Hi Team,
I am looking for something a bit different so not sure if this is the right place to post it.
Basically, we have created an internal knowledge base for staff and we want to open this up to non-agents, partners etc. We can just set the permissions to signed-in people as some of the content can't be shared with customers.
The idea is to be able to invite people to a slack channel that people can post a question and it would surface the best answers across the entire helpcenter (both external and internal) to try and reduce the same questions coming in.
Does anyone have any ideas on how to do this?
Thanks,
Jase
0
Sean Bourke
Hi Jason McLean,
Do you currently utilise Segments or Labels to differentiate these agent vs non-agent articles?
At the moment, we only support the ability to define Answer Bot articles based upon the Brand. I've recorded your feedback (regarding deeper filtering in AB) and as we progress with enhancements to the Slack integration, we will keep it in consideration.
Regards,
Sean
0
Jason McLean
Thanks for the quick reply @...
So there isn't really a way that you know of currently to be able to do a search directly from slack that would be able to view articles? More so just using AB to surface the top answer it thinks fits?
Regarding Labels, we are going through the process of labels however I don't think this is not going to resolve the issue because it will just prioritize the labels whereas we want it to prioritize based on the relevance of content.
0
Sean Bourke
Hi Jason McLean
The Answer Bot Search from Slack will identify any questions and search for any articles which may help, based upon relevancy. The article text is listed and a link to the help center page is provided. The requestor can then also respond, suggesting the article was relevant and helped (marking the question as solved), or was not helpful, loading the next most relevant article.
Regards,
Sean
0
Никита Рукавков
Hello, support.
We are really like your integration but from time to time we get stuck with some problems:
![](/hc/user_images/rohP3MIAn6NMClHiAM73lQ.png)
The target [TARGET NAME] has been temporarily disabled due to too many failures. Please check the possible reason of these failures by testing the target first.
And if google it is not to be a huge problem to find a solution. https://support.zendesk.com/hc/en-us/articles/4408894171034-Target-disabled-error-message
But the solution doesn't work. There is no button that allows you to apply the solution. (see screenshot)
As a workaround, you can completely delete integration from Zendesk and add it again. And configure it again. So, it looks like a bug... Thank you
0
Sean Bourke
Hi Никита Рукавков,
Thanks for sharing this. We're aware that in some circumstances the Zendesk Slack target may become disabled. Rather than deleting/reinstalling the app, you should be able to toggle the Slack App to disabled/enabled in Support Apps, resulting in the target being re-enabled.
The good news is we've just announced our plan to move the Slack integration away from targets, which should prevent this from occurring and will introduce improved retry behaviour.
0
Darren Hua
Hi,
Can you setup multiple slack channels or does it all go into one channel only? We have multiple groups using slack so setting up based on different conditions to different slack channels would be great.
0
DJ Buenavista Jr.
Thank you for reaching out to Zendesk Support.
Reading through the documentation kindly check the following note:
The following is possible as long as the channel has been invited by the Zendesk app, both private and public channels.
Thank you and have a wonderful day ahead!
Kind regards,
0
David Rivera
Hello hope everyone enjoyed the long weekend,
I was hoping to see if there is a way for me to set a default assignee within the zendesk bot we have many different departments that utilize zendesk and I would like to have this feature send tickets to my helpdesk
0
Joe Gran
Any update on custom ticket forms in Slack? Or at least options to turn on/off fields? Priority is one that is hugely missed for my use case.
2
Sean Bourke
Hey David Rivera,
You can utilise a trigger in Zendesk to identify and map all of the tickets created from within Slack to an appropriate assignee or support group. The conditions would reflect a new ticket being created from Slack:
Ticket is Created
Tags contain created_from_slack
1
Fergal Collins
I may have missed this - If an agent updates a case in ZenDesk, will the update be also sent to slack some the customer can reply/update the ticket from there? Thanks!
0
Sean Bourke
Hi Fergal Collins,
When a ticket is created in Zendesk from Slack, it will assign the requestor as the individual selected in the Create Ticket form in Slack. Subsequent updates to that ticket will update the requester via email.
Two-way conversations between Slack and a ticket can be achieved via Side Conversations, however this would create a subsequent thread and would be contained within the Side Conversation within the ticket.
1
GS Admin
Hi ,
is there a way where i could addd different trigger to post slack notifications in different channels .
I want to post notifications in different channels for different trigger conditions .
for example , whenever a ticket is assigned to L2 it should post in l2 channel and L1 in different channel , urgent tickets should be posted in different channel etc.
2
Dave Dyson
Yes, it's possible to use Webhooks in a trigger to send a notification to Slack – community member Hawk Swearingen posted a tutorial here: Setting Up a Slack Notifier with Zendesk Webhooks
0
Eric T
How can I configure the integration to post notifications from different brands to their own Slack channels?
0
Sean Bourke
Hi Eric T,
At the moment, notifications to channels can be configured based upon the assigned ticket support group. If each of these brands has their own support group/s, then notifications in Slack can be configured based upon the brand.
1
Eric T
Thanks, @...! It's working for us now.
1
Bobby Koch
Any update on custom ticket forms?
2