Slack for Zendesk Support is a Built-by-Zendesk integration that connects a Zendesk subdomain to one or more Slack workspaces. It allows you to interact with Zendesk Support tickets in your Slack channels.
This article covers the following topics:
Related articles:
About the Slack for Zendesk Support integration
The Slack for Zendesk Support integration includes the following features:
- Ticket event notifications in Slack: Slack users can see information about Zendesk Support ticket events in specified Slack channels. Using triggers, Zendesk administrators can configure which conditions will send notifications, the Slack channels to send them to, and the information included in the notification message.
- 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. See Creating tickets in Slack for more information.
- Side conversations: Agents can use side conversations in a ticket to initiate and participate in Slack threads.
- Answer Bot for Slack: The Answer Bot for Slack integration is included in the Slack for Zendesk Support integration and utilizes Answer Bot to listen on selected Slack channels. It resolves questions by providing article suggestions from your Guide knowledge base.
Installing the integration
To install the integration, you must have administrative privileges in Zendesk Support and have permission to install apps in the Slack workspace. Additionally, the integration cannot be installed on a shared Slack workspace (a workspace you don't own but have been invited to as an external user).
To connect Zendesk and Slack
- Log in to your company Slack workspace.
- Go to the Slack for Zendesk Support Integration page: http://slack.zendesk-integrations.com/slack/install.
- Click Allow.
- Enter your Zendesk subdomain, accept the terms and conditions, and click
Next.
The installation is complete.
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations. - In the Slack section, click View to access your workspace configuration
settings.
Adding the app to a Slack channel
After the integration is installed, tickets can be created from any Slack channel, but the app needs to be invited to each channel that requires notifications and Answer Bot.
- In Slack, browse to the channel where you’d like to invite the Zendesk app.
- In the message bar, enter
/invite @Zendesk, and then press return.
You can now configure notifications and Answer Bot settings for the channel. It may take 10-15 minutes for a channel to appear in the Slack for Zendesk Support app.
Removing the app from a Slack channel
When the app is removed, Zendesk will no longer be able to post notifications, provide side conversations, or support Answer Bot in that channel.
- In Slack, browse to the channel where you'd like to remove the Zendesk app.
- In the message bar, enter
/remove @Zendesk, and then press return. - On the confirmation window, click Remove.
Disconnecting a Slack workspace from Zendesk
If you no longer want to use the Zendesk app in a Slack workspace, disconnect the integration for that workspace. You won’t receive ticket notifications in your channels for that workspace or be able to create tickets from Slack. Your configuration settings will be lost even if you reinstall the app.
To disconnect a Slack workspace from Zendesk
- In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
- In the Slack section, click View.
- Click Configure under the name of the Slack workspace to disconnect.
- Click Actions, then click Disconnect from the drop-down menu.
- Click Disconnect in the confirmation message.
128 Comments
It seems like when one tries to edit the app by clicking on 'Edit notification settings' the comment just collapses and the line to the left turns blue.... it refuses to provide notification settings and there is no alternative way, these steps do not work any more - it appears to be broken! Zendesk have raised a ticket to investigate so hopefully it will be sorted soon.
Megha Joshi - What a lot of companies do if they need to support multiple Zendesk instances is use the native Zendesk<> Slack integration for one of their teams and use third party integrations for others. For example - Foqal 100% integrated with Zendesk and is often used by IT and HR teams to bi-directionally synchronize tickets between Slack and Zendesk. Check out:
Zendesk Integration: https://www.foqal.io/landing/slack-zendesk - (skip video to 00:35)
Generally about support: https://www.foqal.io/solutions/helpdesk
Hope this helps
Hello
I want get message in two slack channel
Each channel can get other ticket which divided with zendesk tag.
How can I solve this problem
Hi @...,
Thanks for following up, you should now have a ticket in your inbox.
David
Hello @...
Thank you for creating the ticket.
But Please tell me about this ticket.
Is it possible for me to access or check the contents of this ticket?
Or does it require action, such as sharing some additional information?
Can we change the zendesk form in the slack channel? I'd like to set a specified form to be filled out versus a generic one.
Hello.
When you press "Add Channel" or "Edit Existing Settings" in "Zendesk Support Ticket Notification", the image below will appear and you will not be able to specify the channel.
I've successfully set up ticket notifications once in this workspace, and I'm still receiving those notifications. However, as mentioned above, it is not possible to add new notification settings or change existing notification settings.
I have confirmed that the link between the app and the channel has been set.
Can you give me some advice on how to solve this problem?
Thank you.
Hi Benny Samuel,
I've created a Zendesk ticket from your comment for follow-up.
Well, that's exciting! Because I was changing the group, this did work for me. Though, It was not clear that it would when setting it up, which is why I reached out. Thank you Ronald for the quick response and helpful information.
I see comment notes referring to "To add the app to a private channel" however I didn't see any reference to this in the article. Are there currently separate steps needed to add a private slack channel?
@...
Hi, any new on the Shared Channel feature in Slack?
As mentioned by David Gillespie https://support.zendesk.com/hc/en-us/articles/4408833756698/comments/4408849248666
We have two separate Zendesk instances and one Slack workspace, can we connect both Zendesk instances to a single Slack workspace?
Kelli Acosta - are you trying to filter out the messages from being added to the Slack thread or from being stored in Zendesk? As in - do you want to consider who the message is coming from in Zendesk before adding it to the Slack thread, or do you want to consider who the message is coming from in Slack before adding it to the Zendesk ticket?
Hey Kayt Edwards,
Are you referring to utilising Slack Connect channels with the Zendesk integration? What type of functionality would you be looking to enable in these channels? There are some functions which work today and others which are not supported due to compatibility.
Is it possible with the slack integration to add a conditional setting that considers who the commenter/responder is? We want the internal replies threaded in slack, but they are also posting to the channel, which is confusing and unnecessary for our purposes.
Can you please provide guidance on how to stop this app from using my account to leave internal notes on tickets? We'd like to change the account used by the app to a different account.
Hi Sean,
Our Slack Integration Endpoint has recently failed and was disabled due to the amount of failures, the 1st being recorded in Oct 2021 and the last before deactivation being recorded Dec 2021:
From this article, it is noted that the failure of our Slack Integration Endpoint is due to a software update on Zendesk's end - the link to fix this error in the aforementioned article is broken - article no longer exists.
Any assistance to correct this would be hugely appreciated.
Thank you!
Hi David,
Any update on support for shared Slack workspaces / Slack Connect?
Thanks,
Mike
Thanks James - I guess my point is -- why are you sending me reminder emails about changing the targets -- when they can't (or it in this case) can't be changed? I am wasting time trying to figure out how to do something I can't even do.
Hi Zendesk team.
I wonder if there is a way to activate the notifications about certain tickets for only certain channels in Slack? Ie. We use a ticket field called, say, Billing inquiries and we want Zendesk to send the notifications about tickets with that category to the channel in Slack called the Billing team. Is it possible to set that? I have checked our Zendesk account and it appears like there could be something useful under Triggers but I could not figure that out.
Looking forward to hearing from you.
Hi @...,
Yes, the account that set up the integration needs to remain an admin or the integration will break.
Thanks,
David
Is it possible to connect our company Zendesk to a channel in another company's Slack that we access through Connections?
Hey Kayt Edwards,
It should be possible to initiate side conversations in a Slack Connect channel, as long as your workspace is the owner for that channel. If the developer/other worksplace is the owner, then the Zendesk App may not have the required permissions to retrieve replies/conversations.
Regards,
Sean
We have been using this app for years and it's worked great for 1 slack channel updates. We recently tried to use the app to post to 2 different channels in 1 slack workspace and it appears that we can't customize the app to post different tickets to the different channels. Is there a way to do this?
Example: #ticket-notifications: This should post tickets that are new or updated for our advanced support team.
#solved-by-basic: This should post tickets that are solved by the basic support team.
Thanks!
Kind of a different question for this thread, but which company would be responsible in a data breach? Our legal team is concerned since this is a bit of a gray area with this app.
Hi Team,
I've just started testing the Zendesk app for Slack and I have a difficulty setting up the process of creating a Zendesk ticket directly through Slack.
My final goal is to be able to send en email through this created ticket directly to a customer.
But what I'm getting in fact is only the ability to create a ticket with an agent as a requester and assign it to the existing agent as well, which looks a bit like a vicious circle since I can DM or tag the same agent in slack to forward the same info. Of course, I can change a requester later, but when the message is sent, the client can see the line saying that the ticket was created from slack+ agent name and channel name. This is really inconvenient and shows up the unwanted info. I showed on the screenshot below.
Could you please guide me how to set it up properly and get the most of the app?
Hi @...,
Thanks for your feedback. While the internal note created in Zendesk will be associated to the user who completed the installation (as it is associated to their OAuth token), any internal notes created from Slack should still include additional information including the Slack user's name, email address and the channel they created the internal note from. If this is not the case, please let me know.
Hi Casey,
Thanks for flagging this.
The article for manually re-enabling the target is no longer available, however targets can now be reenabled by disabling and re-enabling the Slack app. If you browse to <subdomain>.zendesk.com/agent/admin/apps/manage and toggle the Slack App to disabled, then enabled, the target should become active again.
We are currently working on moving Slack Targets and Triggers to ZIS, which should improve reliability. If you are interested in being a candidate for early migration, please let me know and I'll get in touch.
Hi!
When will you add the ability to see who's created an internal note from Slack?
Since the person commenting on a ticket created in Slack might not always have Zendesk access, this poses a problem for us. I would wish that the integration worked both ways so that you were able to see the name of the commenter in Zendesk internal notes and the username of who's replying on Slack. This way the communication would be clear.
hey Anthony Amaro, if you want a bit more customization between Slack and Zendesk, Foqal.io does support displaying different Zendesk forms (or multiple forms) in different Slack channels. Also, keep in mind that those tickets are bi-directionally synchronized - so a message sent in Slack updates the Zendesk ticket and vice versa.
Here is a page that talks a bit more about the Slack + Zenesk integration if you like:
https://www.foqal.io/landing/slack-zendesk
Be happy to talk more about this and give a quick demo if you click the Book a Call button on that page.
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