After the Slack for Zendesk Support integration has been installed and configured, you can create and comment on Zendesk Support tickets. If your Zendesk administrator has configured triggers for Slack, you will also see ticket updates in your Slack channels.
Related articles:
Viewing ticket notifications in Slack
If your administrator configured Zendesk triggers for Slack, you’ll see notifications in your Slack channels similar to the example below when tickets are created or updated in Zendesk. The content within these notifications is typically high-level and customizable by your administrator.
Click the subject line (in the example above, the subject is Delivery to wrong address) or the ticket number in the footer to open the ticket in Zendesk Support.
The footer also includes the ticket status, the Zendesk account in which the ticket was created, and the time the notification was sent.
Creating tickets in Slack
You can create tickets in Slack for agents to solve in Zendesk Support. The requester is set to the Slack authenticated user by default but can be changed.
You can create tickets directly in Slack in the following ways.
- Using the
/zendesk
global shortcut - Using a Slack action, which converts a Slack message into a ticket
- Using the Zendesk app in the Slack sidebar
- In a Slack Connect channel, using the @zendesk mention in a message
Depending on how your administrator configured notifications, you might see notifications in your Slack channels after creating a ticket.
The created_from_slack tag is automatically added to tickets if created in Slack. (Using the @zendesk mention in a Slack Connect channel does not add this tag to tickets.) Use this tag to create views or business rules to assist with the ticket workflow. See Viewing tickets created in Slack.
Creating tickets with a global shortcut
You can use the /zendesk
shortcut to create a ticket without creating a
Slack message first. The shortcut can be used in channels where the Slack for Zendesk
Support integration has been invited to the channel.
See the Slack documentation for more information about global shortcuts.
To create a ticket using a shortcut
- In a channel, type:
/zendesk
- Select Create a ticket from the menu that appears.
The Create new ticket form appears.
- Enter the following information:
- Subdomain: If your company has multiple Zendesk accounts connected to the workspace, select the Zendesk subdomain you're creating a ticket in.
-
Subject: A brief, descriptive subject for the ticket.
-
Requester (optional): 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 create a new end user.
- Assignee (optional): The name of the Zendesk group you want to assign the ticket to. Click this field to display a list of groups or enter the group's name. As you type, you can select the assignee from the displayed list of matches.
- Description (public): A more detailed description of the ticket. Anyone with access to the ticket can view the information in this field.
- Click Submit.
A ticket is created in Zendesk Support and a notification is sent to the Zendesk app in Slack under the Messages tab.
Other channels may be notified if your administrator set up notifications using Zendesk triggers.
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. The action works only in channels where the Slack for Zendesk Support integration has been invited to the channel.
To create a ticket using the Slack action
- In the Slack channel, hover over the message to display the
options.
- Click the More actions icon (
) to display the message actions, then click Create a ticket.
- Complete the ticket fields in the Create new ticket form.
The Description field is 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, account, and date/time) included.
Creating tickets using the Zendesk app
You can create tickets from the Zendesk app in Slack.
- Click Apps > Zendesk in the Slack sidebar.
- Click Create a ticket on the Home tab.
- Complete the ticket fields in the Create new ticket form.
- Click Submit.
A ticket is created in Zendesk Support and a notification is sent to the Zendesk app in Slack under the Messages tab. Other channels may be notified if your administrator set up notifications using Zendesk triggers.
Creating tickets in a Slack Connect channel
Slack Connect lets you work with people outside your company. Internal and external users within a Slack Connect channel can create tickets using the @zendesk mention. The Assignee field is not available for external users in the Create new ticket form.
The @zendesk mention can be used in channels where the Slack for Zendesk Support integration has been invited to the channel.
To create a ticket in a Slack Connect channel
- In a Slack Connect channel, enter the @zendesk mention in a
message.
For internal users, the integration will respond with a message and a button to create a new ticket. For external users, the integration will include the workspace icon.
- Click Create a ticket.
- Complete the fields in the Create new ticket form.
External users will not see the Assignee field.
- Click Submit.
The ticket is created in Support and added as a reply to the Slack thread.
Viewing tickets created in Slack
To filter tickets created by the Slack integration, you can leverage the created_from_slack tag, which is automatically added to tickets created using the global shortcut or Slack action.
To do that, create a new view in Zendesk Support that filters tickets based on tags. 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.
You can add a comment directly from the original ticket notification or by replying to the notification in Slack and converting the reply to a comment.
To add an internal note to a ticket
- In Slack, hover over the ticket notification or reply message to display the options.
- Click the More actions icon (
) to display the message actions.
- Click Add as internal note.
- Add your comment in the Internal note field.
- Complete the fields for the internal note. Depending on how you created the note, some fields may be pre-populated from the message or the ticket.
- Click Submit.
An internal note is added to the Zendesk Support ticket, 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 set to the person who installed the integration?
If the Requester field is left blank on a Zendesk ticket created in Slack, or if there were issues with setting the value in that field, the Requester is set to the user who 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 in the channel can see tickets created in the channel.
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 tickets to be assigned to a group.
Can external users create Support tickets in Slack Connect?
Users from external workspaces in Slack Connect channels cannot access the global shortcut command. They can create tickets in channels where the Zendesk Slack app has been added by tagging the app.
102 comments
Laurie LeDuc
Is there a way to disable the ability to Create a ticket from Slack in this integration? I don't want that ability enabled for all Slack users and would rather not use this functionality.
1
Dane
The create a ticket option in Slack is just for plain text format.
Hi Laurie,
All current users have the capability to create tickets. Unfrotunately, the integration does not have the option to restrict it to specific users.
0
Bryan Siders
Any way to get this to work with multiple Zendesk subdomains connected to one Slack subdomain? We support multiple companies.
0
David Gillespie
Hi Bryan Siders,
Thanks for the feedback! Unfortunately our integration doesn't support multiple Zendesk's connecting to a single Slack subdomain, but I have captured your request for this feature.
Thanks,
David
0
Slava
Hey all.
Can we turn off the possibility of creating tickets from slack? Notifications from zendesk to slack are the only thing we need.
1
Viktor Osetrov
Thanks for your question regarding turning off the ability to create tickets from Slack to Zendesk.
Unfortunately, once the integration is installed, it´s not possible to change it to remove or inhibit its main feature.
We have captured your request for this feature.
Thanks,
1
Fergal Collins
We have a fully integrated ZenDesk/Slack setup using Tines, you can find details of it here https://www.tines.com/story-library/1128944/monitor-respond-to-slack-queries-from-external-users-respond-using-zendesk
0
Kevin Froleiks
Is it possible to have every ticket created through the slack api to be private comment? We wouldn't want any of the info submitted to be customer facing.
0
Audrey Ann Cipriano
Hi Kevin Froleiks I see you have raised a ticket with our Support team regarding the same concern, our advocates will check this for you and update you via that ticket to learn more about your use case. Thanks!
0
Nicholas Bowker
I want to include a link to the attachments in a ticket submission to the notification in Slack.
I have tried the following, but there is no file name or clickable link when testing.
0
Rosana Jimenez
In the FAQ it states: You cannot currently edit ticket fields in Slack, but they can be edited from your Zendesk Support account.
How do you edit ticket fields in Zendeks Support account?
0
Sabra
0
Stephen
Hi, is there anyway to create a Slack channel from Zendesk?
For example, as part of our incident management process, we create an internal Slack channel - it would be great to create a Slack channel directly from a ticket via a Macro.
0
Christine Diego
Unfortunately, this is not possible in our current integration with Slack, these are the only available features at the moment About the Slack for Zendesk Support integration.
But I would encourage you to post this as feature request in our feedback forum. Our Product Team reviews this forum regularly and it has inspired many of the enhancements we've made to Zendesk over the years.
0
Bobby Koch
Will there be an update on the functionalty in this integration soon?
0
David Gillespie
Hi Bobby Koch,
The major item the team are working on is allowing multiple Zendesk accounts to integrate into the same Slack workspace. This is under development at the moment and will be released in the first half of 2024.
Along with this we'll be making some other updates to the UI and user experience of the integration to make it easier to use the main features of the integration.
Are there any specific updates you're looking for?
Thanks,
David
0
Paul K
Hey @...
It would be ideal if you could make the Assignee in the Slack integration mandatory. I mentioned it in a previous comment in this thread along with the reason why - https://support.zendesk.com/hc/en-us/articles/4408843621530/comments/4413184443802
This would be an additional ask, but the ability to allow a configurable/restricted list of Macros in the Slack app would also be absolutely amazing. We use Slack integration as a means for our internal non-support teams to log a support ticket on behalf of our customers. Oftentimes, along with the Assignee field being left empty, the ticket won't contain enough information, which leads to the support agent having to go back to the person who raised the ticket to get more info (which results in a delay for the customer). Being able to create some Macros that are only applicable in the Slack app would mean our non-support teams would know exactly what info they need to apply based on a template, and it would also be easier for new-starters to use for that same reason.
0
Kasra Azodi Deylami
Question regarding tagging POCs using their Slack Handles. When you're in a ticket and you create a side conversation in Zendesk through the integration and select a channel, you're sometimes able to @ a person Slack handle and when you submit the conversation, it'll tag the person in the Slack thread but sometimes it doesn't tag them (even if their handle is correct). Any idea why this might be or what the solution is?
0
Mike DR
I have created a ticket for this, will work with you there!
0
Elisha Sand
Hi there!
I am interested in creating a Slack automatic workflow that will create a Zendesk ticket when a specific message/ reaction is used in a channel.
I set everything up yet when I try to run my automation, the ticket creation fails with the following message:
"Create a ticket — The service used for this step isn't available."
Is this functionality available?
0
Fergal Collins
Elisha Sand we use Tines for this - https://www.tines.com/library/stories/89509/facilitate-two-way-communication-between-slack-zendesk?redirected-from=%2Flibrary%2Fstories%3Fs%3Dzendesk
0
Joacim Bengtsson
Hi, the Zendesk app in Slack is no longer working for us since yesterday.
The interface for the "Create a ticket" message shortcut has changed and is now showing another field called "Select a Zendesk subdomain" where our subdomain is prefilled. When searching for a Zendesk group for the Assignee field, we get "Nothing could be found".
When using the /zendesk create_ticket command the interface looks like the classic view where we don't see the "Select a Zendesk subdomain" field and the "Assignee" field is working fine (showing Zendesk groups without having to search, but also working if we do search for a group).
Could you please advise?
1
Mikey G
Hello,
We are also experiencing a new issue with the Zendesk app in Slack since yesterday.
When performing the following action, the ticket is no longer added to the original Slack thread creating more noise in our Slack channel.
"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."
Please advise. Thank you!
1
David Gillespie
Hi Mikey G & Joacim Bengtsson!
Thanks for flagging these issues!
The team made some changes this week in preparation for the upcoming release of multi-instance support for Slack. There were a few unforeseen issues which we are working to quickly fix, and I'll post an update once we've resolved them.
Cheers,
David
0
Matt Davis
We are also now experiencing problems with the integration - all our trigger notifications suddenly stopped working at precisely 9pm ET on 2/20 and have not returned. We have Support ticket #12369493 open but have not received any advice besides a request to reinstall.
0
JR Lausin
Upon checking on the ticket it seems your reinstalling the app restored the functionality. Rest assured that the agent will get back with you to assist you further with your additional concerns as this is best handled on a ticket.
Sincerely,
0
Chris McConnell
The following is from a Zendesk Support Ticket (#12391093) that I opened with your support team. I was told to upvote this issue on this page and add my use case here. The following information was typed by the Zendesk support agent Tony Rodriguez. I just want to make sure this issue does not go overlooked & unresolved. I was told that this issue is being worked on by the product team but I want to ensure we receive an update when it is actually resolved.
I promised to write this re-cap and to additionally do some digging to see if this is a known issue or broader known incident
2
Daniel Dallimore
Has there been a change to the integration? Previously this would show a in the Slack channel the ticket was raised from, now this only shows a notification in the Zendesk app on slack rather than the channel.
1
Mikey G
Hello,
Echoing below, I see that the Slack for Zendesk app has changed again this week. Wondering if it's intentional for the app to no longer post the ticket creation using the global shortcut (now changed to /zendesk) in the channel it was created in, or if it's a bug.
Your FAQ in this document mentions:
If I create a new ticket from Slack, can other users on the channel see it?
Anyone in the channel can see tickets created in the channel.
This is not currently happening and only reflects if the requester did not use the shortcut/form, in which the existing Slack message can manually converted into a ticket by selecting the Create a ticket action in the More actions menu.
Please advise. Thank you!
0
Michi Moskovitz
Hi,
Checking in on the custom form support… this is critical for us, as we don't want jsut the description, but further important fields for us in the support team…
Any news on that?
Has anyone set up a new custom slack integration and can post a quick tutorial?
1