Using the Slack for Zendesk Support integration

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  • Hermine Ø. Krey

    Is there a way where the zendesk-ticket answer don't get automatically ticked with "Also send to 'channel name'" when a reply comes in? It makes things very difficult to keep track of instead of it only being reply in a thread.

  • Laurie

    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.

  • Dane
    Zendesk Engineering
    Hi Tom,

    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.

  • Bryan Siders

    Any way to get this to work with multiple Zendesk subdomains connected to one Slack subdomain? We support multiple companies.

  • David Gillespie
    Zendesk Product Manager

    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.



  • 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. 

  • Viktor Osetrov
    Zendesk Customer Care
    Hello Slava,

    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.
  • Fergal Collins

    We have a fully integrated ZenDesk/Slack setup using Tines, you can find details of it here


  • 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.

  • Audrey Ann Cipriano
    Zendesk Customer Care

    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!

  • 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.


    {% for attachment in ticket.public_comment_attachments %}
    - [{{ attachment.filename }}]({{ attachment.content_url }})
    {% endfor %}
  • 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? 

  • Sabra
    Zendesk Customer Care
    Hi Rosana! When viewing a ticket in your Zendesk Support account, you'll see ticket fields on the left hand side of the screen. Assuming your user has the correct permissions, you can edit these field values for the ticket simply by clicking on the field you want to edit. 
  • 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.

  • Christine Diego
    Zendesk Customer Care
    Hi Robert, 
    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.  

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