Once the Slack for Zendesk Support integration has been installed and configured, users can create and comment on Zendesk Support tickets. To use the integration, you need to be on the Support Team, Professional, or Enterprise plan.
Related articles:
Viewing ticket notifications in Slack
When Zendesk ticket notification is enabled for a Slack channel, the integration posts a message to that channel with some basic information about the configuration:
After that, tickets matching the channel configuration appear in the channel:
In this notification, Slack users can see notifications when tickets are being created or updated. High-level ticket information is displayed in the nominated channel(s). Click the subject line or the ticket number (in the example above, the subject is Need help with my order) to open the ticket in the Zendesk Support interface.
Creating new Support tickets
Any user in your Slack workspace can create tickets in Zendesk Support. The ticket owner is automatically the Slack authenticated user.
You can create Support tickets directly from Slack, in two ways:
- Using the slash command
/zendesk create_ticket
, which allows you to create a ticket without an originating Slack message. - Using a Slack action, which to converts a Slack message to a ticket
When a ticket is created by the Slack integration, the tag slack_integration
is automatically added to the ticket. This tag can be used to create views or business rules to assist with ticket workflow. See Viewing tickets created in Slack for more information.
To create a new Support ticket using the slash command
- In the relevant channel, enter
/zendesk create_ticket
. A Create new ticket form opens.Note: This command will only work in channels connected to the Zendesk app. -
- Enter the following information:
-
Subject: A brief, descriptive subject for the ticket.
-
Requester: By default, 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. s. .
Note: If an unrecognized user creates a Zendesk Support ticket in Slack, a new Zendesk Support end-user is created and assigned 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. -
Assignee (optional): The name of the Zendesk group you want to assign this ticket to. You can click this field to display a list of groups (
), or enter the name of the group you want to include as the assignee. As you type, you can select the assignee from the displayed list of matches.
- Description: A more detailed description of the ticket. The information in this field is viewable by anyone with access to the ticket.
-
- Click Submit. A ticket is created in Zendesk Support, and a notification is sent to the channel where it was created.
To create a Support ticket from a Slack message, using the Slack actions menu
When tickets are created using this method, there is currently no option to assign it to a group or agent.
- In the Slack channel, hover over the notification message to display the options.
- Click the More actions icon (
) to display the message actions.
- Select Create a ticket.
- In the Create new ticket form, enter a subject, requester, assignee (optional), and description for the ticket.
The Description field will be 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, priority, and date/time) included.
Viewing tickets created in Slack
To filter tickets created by the Slack integration, you can leverage a tag that is automatically added to the ticket: created_from_slack
.
To do that, a new view can be created in Zendesk Support that filters tickets based on tags.
For more information on creating views, see Adding views.
Commenting on existing tickets
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. By default, comments are attributed to the user who authenticated the integration.
You can add a comment directly from the original ticket notification, or by replying to the notification in Slack and converting that to a comment.
To add a comment to a ticket from the original notification
- In the channel where the notification was received, hover over the notification message to display the options.
- Click the More actions icon (
) to display the message actions.
- Click Add as internal note.
- In the Add as internal note form, enter a description for the ticket.
The Ticket number field is pre-populated with the ticket number. The Internal note field is pre-populated with the initial ticket description. You can add to this description, or delete and replace it.
- Click Submit. An internal note is added to the Zendesk Support ticket, and a new notification is added to the original notification thread.
To add a comment to a ticket from a reply
- Reply to the ticket notification in Slack.
- Hover over the reply to display the options.
- Click the More actions icon (
) to display the message actions.
- Click Add as internal note.
- In the Add as internal note form, enter the ticket number and description for the ticket.
The Internal note field is pre-populated with the text of the reply. You can add to this description, edit it, or delete and replace it.
- Click Submit. An internal note is added to the Zendesk Support ticket and attributed to the integration's authenticator, 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 always set to the person who installed the integration?
Slack users are not required to be an agent in Zendesk Support. So, all Zendesk actions performed in Slack are attributed to the Zendesk user that 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 on the channel can see the created tickets.
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 for tickets to be assigned to a Group.
136 Comments
Hey @Dan, we built a Zendesk App that helps companies looking to do a deeper integration between Zendesk and Slack. We do have the ability to connect to multiple Zendesk instances, and you can turn comments into tickets using a unique Slack emoji mapped to the Zendesk instance. The tickets are also 2-way synced after that so responses from Zendesk will post back to the thread.
You can see more about the integration on our app store page: https://www.zendesk.com/apps/support/bubbleiq-slack-integration/, and happy to answer any other questions that come up!
Is it possible to only send notifications from Zendesk to Slack for specific types of tickets? For example, based off of a tag or subject text?
Hi Justin,
I wanted to do the same as you and almost gave up, since I could find no directions on how to achieve this.
What I found was that I could clone the "Slack Ticket Trigger" trigger and change the conditions to suit my needs. Remember to disable the original trigger, so it doesn't fire also.
I wanted only to post tickets created from reviews of our brands (using Trustpilot) to a specific Slack channel.
Thanks Jacob. I too discovered that workaround last night and it works perfectly. Forgot to come back and report it!
@Guilherme The release for Requester and Assignee has been delayed. There are concerns on the data being shown to users, especially on use cases that involve end-users. A discussion is ongoing on how we will handle this.
Can we force a user to submit via a form?
Can we reply directly to the ticket from Slack?
Hello Anh,
You can add an internal note from Slack but not a public comment. I am unaware if this type of feature is going to be released in the future, but it does not appear to be on the next update at this time.
Is it possible to limit the Zendesk/Slack integration to specific Slack channels in case we do not want our entire organization to be able to create Zendesk tickets from Slack?
Hey Lauren!
You can exclude channels you don't want tickets created from in the following manner (as outlined our article Understanding and installing the Slack for Zendesk Support integration):
You can also un-check "All public channels" and individually add to the channels desired.
Hope this helps!
Can you reply to or in some way add internal notes to tickets via slack without having to click the 3 dots? Basically looking for a way to stay keyboard only.
Thanks!
-Brett
Hi Brett,
Looking through both Slacks documentation and our own it doesn't look like there's a keyboard shortcut for more actions. Your agents would need to select the options icon to post an internal note from Slack to Zendesk.
Apologies for not being able to provide another alternative for you!
I am seeing delays between ticket updates in Zendesk and the notifications into the Slack channel. Since we monitor this Slack channel as a way to immediately respond to updates, this is problematic. Is this a known issue?
For our use case, it would be great if we can have the requestor be an external email address (customer ID) from Zendesk. We gather feedback from different avenues via Slack Channels and obtain Customer's information.
Hey Akshobhya!
My apologies you're seeing these delays with your Slack integration.
I'm going to create a ticket for you so we can work on troubleshooting this issue with you.
Please keep an eye out in your email for that response - thanks!
Has anyone had any luck getting Zendesk ticket updates threaded in Slack vs. always posting a new reply in the channel? (Without paying for another app).
Hi. How do I let a specific Slack channel get notified if a specific organization submits a ticket? We have the Zendesk module installed in Slack, but I can only see a way to add all tickets from a group to a slack channel, not tickets from just a specific organization. Maybe I'm missing something in the group, organization, or Slack level.
Thanks!
Hey Adam,
The Slack integration from Zendesk is used to populate all tickets into enabled channels.
If you are looking for specific ticket updates to specific channels, you can use the HTTP target function outlined in this article to create specific triggers and targets for specific ticket creation and updates, https://support.zendesk.com/hc/en-us/articles/115011298868-Example-Integrating-the-HTTP-Target-with-Slack
One thing I am missing is the mapping of the mentions in Zendesk to the Slack mentions in the Slack channel receiving all the updates from Zendesk.
For example, on Zendesk I write "hey @Adam, check the changes below". Then, in Slack the note appears as "hey **Adam**,check the changes below":
- The mention was mapped to **Adam** and not to @Adam
- Why is ti important? The channel receives so many updates that having the mentions in Slack will display the number of mentions sent to ME, so I know there is something requiring my attention without having to go over all the updates for all tickets.
Any change of this being implemented?
@Vladimir, thanks for the feedback. It makes perfect sense. I'll add your request to a list a maintain.
We use multiple slack workspaces. Does this work with multiple workspaces or do you have any plans on introducing that functionality? Additionally, with the ability to create a ticket are you allowed to configure custom fields or are you limited to just the subject and description? Are attachments allowed when creating tickets from slack?
Hello Reshma,
The current version allows connecting a single Zendesk subdomain to a workspace. We are planning to support multiple Zendesk subdomains in the future. Please refer to FAQ
As for the other questions,
I also would like to point out that Slack for Side Conversation is currently on EAP and may be of interest to some of existing Slack Integrations users
@marcus any plans on allowing custom fields an/or attachments in the future?
Hello, for some reasons it stopped working for us.
We follow all steps, but tickets do not appear in channel.
Can you troubleshoot? Did we miss something? What are the most common reasons for this?
@Reshma, we are tracking these two feature requests but they haven't been committed to our roadmap yet.
@Account NET2B, I'll open a ticket on your behalf. Someone from our support team will reach out to you shortly.
Similar to Reshma's question, not sure if this was directly answered, but I'd like multiple workspaces into one Zendesk subdomain. Is that possible?
I would like to be able to pre-set the Assignee value in the a slack channel. So if I create a #it-support channel in Slack that a ticket created in that channel goes to the assignee group IT Support. (Maybe also limit the groups available per channel)
This so we can separate internal cases from external cases and eliminate the chances of errors.
This would be great!
Thanks
Hi,
Still awaiting an answer on this - Can the integration be used on multiple slack workspaces. One Zendesk domain but the ability to create zendesk tickets from multiple slack workspaces. The workspaces are within one slack instance.
Additionally, I read in some previous comments that multi-form is not supported. Does that mean if we use multi-forms we cannot use this integration or can we still use it but it will just create a default form?
@Robert and @Reshma, you can connect the same Zendesk account to multiple Slack workspaces by installing the Zendesk app in each of these workspaces.
The integration always shows the same ticket form. A screenshot can be found in this article.
@David, unfortunately we integration can't default to a specific assignee based on the Slack channel, but I can see how this could be a great enhancement in the future.
Is there a way to change the description (when creating a new ticket in slack) to private/internal note so the comment isn't public by default? This would specifically be for the "create new ticket option".
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