| Announced on | Rollout starts | Rollout ends |
| September 14, 2022 | September 14, 2022 | September 30, 2022 |
We are thrilled that starting today you can engage your Slack users in a new and exciting way with the Slack Direct Messages experience.
What’s changing, and why?
Zendesk has built upon our strong partnership with Slack and created a new way to collaborate, allowing a way for agents to support business partners using Slack Connect, along with supplying internal help desk support, without the agent ever having to leave Zendesk.
Using Zendesk messaging agents can now support users via a global service account linked to Slack, creating real-time engagement while utilizing all the power that Zendesk has to offer, from triggers to automation and more.
You can use this feature to not only support those internal use cases, like HR Services, IT operations, and beyond. It can also create a unique experience for business partnerships, and premium customers support via Slack Connect.
Learn more about Zendesk and Slack here
How will this affect me?
If you are a Zendesk Suite customer using messaging, you can add Slack as a native channel. See Setting up the Slack Direct Messages channel for more information.
What do I need to do?
If you do not want to use Slack Direct Messages, you don’t need to take any action. However, if you’re interested in learning more, check out Using the Slack Direct Messages channel If you want to provide feedback or receive updates about Slack Messaging then fill out the form here
7 Comments
This is amazing! The first question someone will ask is (I'm getting in first)... when will the same ability come for MS Teams? David Gillespie perhaps you might be able to answer that one for us? :)
Hey team/ Chris Drylie
The gif is quite hard to see in this article - as in it's too small. Could we make it bigger or get a link to view it bigger if we would like to?
Hi Amie Brennan
Hope you are well
I will make the Gif bigger :). I also happen to be the PM for building out the same functionality for teams, keep an eye out for updates, but we will be looking at teams next year.
Hi Amie Brennan,
I always us the Open image in new tab for GIFs. Right mouse click on the GIF and click Open image in new tab.
Can you advise on how to initiate a NEW request from Slack instead of re-opening your last ticket?
Anthony Weddle I believe the ticket will need to be closed before starting a new one.
Anthony Weddle
You can set up the following trigger for slack messages:
Hope that helps.
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