Using the Slack for Zendesk Support integration

Once the Slack for Zendesk Support integration has been installed and configured, users can create and comment on Zendesk Support tickets.

This article includes the following topics:

• Viewing ticket notifications in Slack
• Creating tickets in Slack
• Viewing tickets created in Slack
• Commenting on existing tickets in Slack
• FAQ

Related articles:

• Understanding, installing, and configuring the Slack for Zendesk Support integration
• Using Slack in side conversations
• Using the Answer Bot for Slack integration

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 tickets in Slack

Users can create tickets in Slack for agents to solve in Zendesk Support. The ticket owner is automatically the Slack authenticated user.

You can create tickets directly in Slack in the following 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 converts a Slack message into a ticket
• In a Slack Connect channel, using the @zendesk mention in a message

When a ticket is created by the Slack integration, the tag created_from_slack is automatically added to the ticket. This tag can be used to create views or business rules to assist with the ticket workflow. See Viewing tickets created in Slack for more information.

Creating tickets with a slash command

You can use the /zendesk create_ticket command to create a ticket without creating a Slack message first. To create a ticket from an existing message, see Creating tickets with a Slack action.

The slash command only works in channels connected to the Zendesk app.

To create a ticket using the slash command

1. In a channel, enter the following command:

   /zendesk create_ticket

   A Create new ticket form opens.

   

2. Enter the following information:

   • Subject: A brief, descriptive subject for the ticket.

   • Requester (optional): 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.

     

     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 choose to create a new end user.

   • Assignee (optional): The name of the Zendesk group or user you want to assign the ticket to. You can click this field to display a list of groups () , or enter the name of the group or user you want to select as the assignee. As you type, you can select the assignee from the displayed list of matches.

     

   • Description (public): A more detailed description of the ticket. The information in this field is viewable by anyone with access to the ticket.
3. Click Submit.

   A ticket is created in Zendesk Support and a notification is sent to the channel where it was created.

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 of the message.

The action is only available in channels where the Slack for Zendesk Support integration has been invited to the channel. See Configuring the integration.

To create a ticket using the Slack action

1. In the Slack channel, hover over the message to display the options.

   

2. Click the More actions icon () to display the message actions.

   

3. Select Create a ticket.
4. 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.

5. 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.

   

Note: Single channel guests do not have access to several commands. To gain access, they must be assigned as a multi-channel guest and have access granted. This is a limitation set by Slack workspaces for guest usage permission limitations. For more information on granting guests access, see Manage app installation settings for your workspace.

Creating tickets in a Slack Connect channel

Slack Connect lets you work with people outside your company. Both internal and external users within a Slack Connect channel can create tickets by using the @zendesk mention. For external users, the Assignee field will not be available in the Create Ticket form.

The @zendesk mention can be used in channels where the Slack for Zendesk Support integration has been invited to the channel. See Configuring the integration.

Note: If you installed the Slack for Zendesk integration before March 23, 2022, you will need to authorize additional scopes in Slack to enable the Zendesk integration in a Slack Connect channel. Make sure you have administrative privileges in Zendesk Support and have permission to install apps in the Slack workspace, then click https://slack.zendesk-integrations.com/slack/reauth.

To create a ticket in a Slack Connect channel

1. In a Slack Connect channel, enter the @zendesk mention in a message.

   

   For internal users, the integration will respond with a message with a button to create a new ticket. For external users, the integration will include the workspace icon.

2. Click Create a ticket.
3. In the Create new ticket form, enter a subject, requester, assignee (optional), and description for the ticket.

   

   External users will not see the Assignee field.

4. Click Submit.

   The ticket is created in Support. It's added as a reply to the Slack thread with the Zendesk metadata (ticket number, status, priority, and date-time) included. In Slack Connect channels, the assignee field is not 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 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. 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

1. In the channel where the notification was received, hover over the notification message to display the options.
2. Click the More actions icon () to display the message actions.
3. Click Add as internal note.
4. 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.

5. 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

1. Reply to the ticket notification in Slack.
2. Hover over the reply to display the options.
3. Click the More actions icon () to display the message actions.
4. Click Add as internal note.
5. 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.

6. 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.

Can external users create Support tickets in Slack Connect?

Users from external workspaces in Slack Connect channels will not have access to the slash or shortcut commands. They can create tickets in channels where the Zendesk bot has been added by tagging the bot.