Configuring the Slack for Zendesk Support integration

What's my plan?

After installing the Slack for Zendesk Support integration, tickets can be created from any Slack channel, but the app needs to be added to each channel that requires ticket notifications and Answer Bot. You can also turn on side conversations to allow agents to converse with a different group of people while staying within the ticket.

This article covers the following topics:

• Adding the app to Slack channels
• Removing the app from Slack channels
• Turning on Slack side conversations

Related articles:

• Creating and managing triggers for Slack
• Using the Answer Bot for Slack integration

Adding the app to Slack channels

You can add the app to a Slack channel using the /invite @Zendesk slash command, or add the app to multiple public channels at once in Admin Center. You must use the slash command to add the app to private channels.

To add the app to a channel using a slash command

1. In Slack, browse to the channel where you’d like to add the Zendesk app.
2. In the message bar, enter /invite @Zendesk, then press return.

To add the app to one or more channels (public channels only)

1. In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
2. Click the options menu icon () next to Slack, then click View.
3. Click Configure for the workspace you are configuring.
4. On the Channels tab, click inside the Search for Channels field, then select the field from the drop-down list. Continue selecting channels this way until all channels are selected.

   

5. Click Add app to channels.

   The channels are moved to the Channels with the app installed section.

The Slack channels you added the app to will receive a notification that Zendesk has joined the channel. You can now configure notifications and Answer Bot settings for the channel. It may take up to 15 minutes for a channel to appear in the Slack for Zendesk Support app.

Removing the app from Slack channels

Use the /remove @Zendesk slash command in a Slack channel to remove the Zendesk app. When the app is removed, Zendesk can no longer post notifications, provide side conversations, or support Answer Bot in that channel.

1. In Slack, browse to the channel where you'd like to remove the Zendesk app.
2. In the message bar, enter /remove @Zendesk, and then press return.
3. On the confirmation window, click Remove.

Turning on Slack side conversations

As discussed in Using side conversations for Slack, agents can use side conversations to engage with others (such as colleagues, external partners, or vendors) outside of the main customer support ticket conversation. This allows secondary discussions that are still connected to the original ticket, but don't clutter the main interaction with the customer.

Like email conversations, Slack side conversations are recorded as ticket events, and you can use them as trigger conditions.

To turn on Slack side conversations

1. In Admin Center, click Apps and integrations in the sidebar, then select Integrations > Integrations.
2. Click the options menu icon () next to Slack, then click View.
3. Click Configure for the workspace you are configuring.
4. Click the Side conversations tab.
5. Click Turn on side conversations in Slack.

   

6. Click Save.