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
Hi Peter,
I believe that would be {{ticket.requester.email}}, you should be able to find every available placehold here:
https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-Support-placeholders-reference
Jacob,
Yes I am aware of the template variables. The issue is the JSON for the slack integration trigger is not documented. I see no place in the default json to insert that variable.
Hi Peter Eacmen,
Unfortunately in the current integration we don't allow message from Zendesk to be modified, so you won't be able to insert that variable.
I've captured this as feedback for our new integration.
Thanks,
David
Hi Peter Eacmen,
Depending on what use cases the official integration solves for you, you may want to create your own integration to get more control of the content exchanged - I did a write up of a way to simply push notifications to Slack.
I hope that will be helpful for you.
Good morning Jacob,
Just wondering if it is possible to add some fields that Zendesk has like the Customer or Tags in the notification of the ticket inside the Slack channel and if so, where can I configure it?
Thank you so much,
Hi Héctor,
Yes, if you create your own integration to push a message to a Slack channel, you can control what information you want to send, including customer name, email, tags, and much more.
Hello - several months ago, I had posted this comment:
https://support.zendesk.com/hc/en-us/articles/360001353047/comments/360004420454
I am still wondering if there are any plans to change the functionality of the integration such that the ticket request does not show up in the channel where it was made, but rather shows up as a DM to the requester, and thus preserving the privacy of the request/requester. Having a request on display for all to see seems to be somewhat customer unfriendly.
Thanks!
Hi Matt Zaglin,
Thanks for bringing this up and yes we are looking to create a DM experience in the new Slack integration.
I've captured your feedback as a feature request for the new integration and we'll look to implement it.
Thanks,
David
I scanned the comments but didn't find a clear answer, so asking here:
I'd like to hide the Requester and Assignee fields on the form that pops up when you create a ticket with /zendesk create_ticket slash command. Is that form editable? I want the requester to always be the person creating the ticket and use triggers to assign the ticket to correct group.
Hi Joe Gran,
Unfortunately the current integration doesn't allow the ticket for to be configured or edited. We're looking to build this into the new Slack integration which we'll be starting on shortly.
Thanks,
David
Hello,
Is it possible to use the Slack integration to send new ZenDesk Community posts to a Slack channel?
Thanks for your support!
Best regards,
Dave.
Does the Slack Zendesk app allow for editing of slack messages it created? (https://api.slack.com/methods/chat.update)
We are using the Slack Zendesk app to create side conversations in Slack and I'm looking at updating the message to add a note when the Zendesk ticket status changes.
Slack only allows the App that created a message to edit the message so I cannot automate this via other means.
Sorry if someone already asked this but is this possible:
Tech questions group chat in slack:
Customer161: I am having issue with Blah
Tech: Sorry to see you are having an issue with Blah, let me make a ticket for us.
Tech:
Requester is Automatically set to Customer161
Supposed to say Tech "hits three dots to make a zendesk ticket"
Lee Geissbuhler I think what you're looking for would be satisfied with Halp (which is now part of Atlassian). That's what we use for that use case.
@David, you may wan to take a look at this user tip submitted by one of our Community Moderators Notify Slack when a new post has been added to a community topic (using Zapier)
@Alex, from my testing I wasn't able to find a way to accomplish this with out integration unfortunately.
Please sign in to leave a comment.