This FAQ covers the following questions about using and troubleshooting the Slack for Zendesk Support integration:
- Installation requirements and questions
- What plan do I need to be on to use the integration?
- What permissions are required to install the integration?
- I've installed the Slack app from the Zendesk Marketplace, why doesn't it work?
- I've installed the Zendesk app in my Slack account by I don't see the Zendesk actions
- Is Enterprise Grid supported?
- Configuring the integration
- Integration functionality
- Why is the requester field on ticket created via the integration always set to the person who installed the integration?
- Do I need to be a Zendesk Support user to create tickets from Slack?
- Can attachments be included in the ticket notification in Slack?
- Can I close tickets from Slack?
- Can I edit ticket fields in Slack?
- If I create a new ticket from Slack, will others on the channel be able to see it?
- Can I create a ticket in a direct conversation with the Zendesk app and will others see it?
- Can I choose which team a ticket I create from Slack gets assigned to?
For more information on the Slack for Zendesk Support integration, see the following articles:
Installation requirements and questions
What plan do I need to be on to use the integration?
Team and above.
What permissions are required to install the integration?
To install the integration you need to be an admin in both Zendesk Support and Slack.
I've installed the Slack app from the Zendesk marketplace, why doesn't it work?
You do not need to install the Slack app from the Zendesk marketplace. It will be automatically installed once you've installed and configured the Zendesk app in Slack.
I've installed the Zendesk app in my Slack account by 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
Who can configure the integration in Slack?
Channel notifications are configured from Slack via direct conversation with the Zendesk app. Only Slack admins are able to configure channel notifications
Can I run both old (built by Slack) and new (built by Zendesk) integrations in parallel?
Yes, you can run them side by side.
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.
Integration functionality
Why is the requester field on tickets created via the integration always set to the person who installed the integration?
Since we do not require each Slack user to be an agent in Zendesk Support, all actions in Zendesk performed in Slack are attributed to the Zendesk user that authenticated to Zendesk during the installation process.
Do I need to be a Zendesk Support user to create tickets from Slack?
Any Slack user can create tickets in Zendesk Support. The ticket owner will automatically be the Slack authenticated user.
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 will be 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 account.
If I create a new ticket from Slack, will others on the channel be able to see it?
Anyone on the channel will be able to see the newly created ticket
Can I create a ticket in a direct conversation with the Zendesk app and will others see it?
Yes you can. The notification will be 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 choose which team a ticket I create from Slack gets assigned to?
When tickets are created via the integration, there is currently no way to choose in assigned. This field remains bank.
Comments
5 comments
Unfortunately the integration doesn't work. It wrongly reports automations as positive customer actions and reports the wrong agent as having modified a ticket (or the customer as having modified the ticket rather than the agent).
Until these are addressed I would suggest users stick with the built by Slack App.
Additionally it's missing the feature of displaying in slack whether the post is public or private (which the Slack app does).
I hope in a future release you'll assign the comment to the issuer and not the agent who set the connector (the latter could still be used a s fallback if the issuer of the comment is not an agent).
the feature, at the moment creates confusion as all agents see the Admin's pic& name and the real issuer of the comment is mentioned in the footer of the comment.
Fingers crossed to enhance the current functionality sooner, rather than later!
@David: Thanks for sharing that feedback!
I see that you also opened a ticket on these issues, and our Devs are aware and have rolled out a fix! Please let us know if you have any further trouble.
@Catalin: Thank you for giving us feedback!
Hi Zendesk team!
I don't seem to be able to create a Zendesk ticket from a Slack message that has an attachment. This is one of the main reasons we want this integration. Someone posts an image in Slack and we want to create a ticket in Zendesk with that image attached. I just don't seem to have the menu items for Zendesk on messages with attachments, while messages without attachments are working fine. Can you help?
Hi Michelle!
Unfortunately, it is not currently an option to create a ticket from an attachment message within Slack, either via menu or slash command. It is still helpful for us to see other use cases for the integration, and I would encourage starting a conversation on our Product Feedback forums as well! Feedback is definitely appreciated. though I apologize we don't have better news at this time for creating those tickets from message attachments within Slack. Feel free to reach out to our support team with any questions!
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