Slack for Zendesk Support is an integration created by Zendesk that connects a single Zendesk subdomain to a Slack workspace. It lets you interact with Zendesk Support tickets in your Slack channels.
The integration includes the following features:
Ticket Event Notifications in Slack: Slack users can see information about Zendesk Support ticket events in specific Slack channels. High-level ticket information is displayed (Subject, Description, Priority, Assignee, and Creation Time). Ticket notifications can be filtered based on event type and Support groups. For more information, see Viewing Ticket Notifications in Slack.
Channel setup: Slack admins can map Zendesk Support groups to Slack channels. This allows tickets to be routed to the correct channel. Additionally, you can choose which specific types of ticket events to display in Slack, reducing effort and allowing admins to avoid publishing sensitive data to Slack. For more information, see Integration Setup below.
Creating new tickets directly from Slack: This feature is designed to address an internal use case where Slack users want to open a new Support ticket directly from Slack, which can be done using a slash command. For more information, see Creating new Support tickets.
Creating and assigning a requester: When a recognized user creates a Zendesk Support ticket in Slack, a new Zendesk Support end user is created and assigned to them. Likewise, when an agent creates a ticket on someone's behalf, they can select a requester from a list of existing Slack users or choose to create a new end user for them.
Side conversations: With the Slack integration for Zendesk Support, agents can use side conversations in a ticket to start and participate in Slack conversations. See Using Slack in Side Conversations for more information.
Answer Bot for Slack: This integration is included in the Slack integration for Zendesk Support and uses Answer Bot to listen to certain Slack channels. It solves problems by presenting article suggestions from its Guide knowledge base.
This article covers the following topics:
Integration installation
Integration configuration
How to add the app to the Slack channel
How to add notifications to the Slack channel
How to edit Slack channel app settings
How to remove an app from the Slack channel
How to change your Zendesk subdomain
How to provide feedback on the integration
Related articles:
Using the Slack integration for Zendesk Support
Using the Answer Bot integration for Slack
Using Slack in Side Conversations
Integration installation
Note: To install the integration, you need administrative privileges in Zendesk Support and permission to install apps in Slack workspace.
How to install the Slack integration for Zendesk
Access your company's Slack workspace.
Visit the Slack for Zendesk integrations page: http://slack.zendesk-integrations.com/slack/install.
Click Allow.
Enter your Zendesk subdomain, accept the terms and conditions, and click Next.
Once the installation is complete, click Open Slack and you will be taken to Slack, where you can configure the integration.
Note: If Slack's Approve apps permission setting is turned off, the integration could potentially stop working when another instance is installed. We recommend enabling the Approve apps setting in Slack or instructing your Slack users not to reinstall the integration.
Integration configuration
Once the integration is installed, tickets can be created in the Slack channel, but the app needs to be invited to each channel that requires notifications and Answer Bot.
From the Zendesk app's direct message flow, you can add the app to channels, edit the current settings, change the subdomain associated with the app, and give Zendesk feedback about the app. Only Slack admins can configure channel notifications.
How to add the app to the Slack channel
In Slack, navigate to the channel you want to invite the Zendesk integration to.
In the message bar, enter /invite @Zendesk and press Enter.
You can now configure the notifications and Answer Bot settings for the channel.
Notifications can be configured to display messages in a Slack channel when a change is made to Zendesk's configured match criteria.
Note: It may take 10-15 minutes for a channel to appear in the Slack app for Zendesk Support.
How to add notification on the Slack channel
In the channel's message bar, enter /zendesk settings and press Enter.
Under Ticket notifications, click Add Slack channel.
From the drop-down list, select the channel you want to post your notifications to.
If you are configuring integration from within a channel, it is selected by default, and you can scroll through the channel list or type a channel name to filter your options. Only channels to which the Zendesk app has been invited are displayed in the drop-down menu. To add additional channels, see Adding your app to a Slack channel.
Click Next.
In the list menu Choose a type, select the types of notifications you want to receive on this channel. You can select multiple notifications. Once the notifications are selected, click Done.
From the list menu Choose an option following, select the support groups that are allowed to post notifications on the channel. Support groups are used to categorize tickets and restrict agent access based on group membership. By mapping groups to channels, admins can ensure that only relevant ticket events are posted to channels, as well as exclude groups that have tickets with sensitive data.
Note: By default, no groups are selected. You must select at least one group so that it can post to the channel and for updates to be posted to the channel. To allow all groups to post to the channel, select All.
Click Done.
How to edit Slack channel app settings
In Slack, click the channel name in the sidebar.
In the message bar, enter /zendesk settings and press Enter.
You can edit the notifications and the Answer Bot settings for the channel.
How to remove an app from the Slack channel
In Slack, navigate to the channel you want to remove the Zendesk integration from.
In the message bar, enter /remove @Zendesk and press Enter.
In the confirmation window, click Remove.
Once removed, Zendesk will no longer be able to post notifications, provide side conversations, or support Answer Bot on that channel.
You may need to change the subdomain associated with the integration, if, for example, you are renaming your Zendesk Support subdomain or moving the integration from a sandbox to a production instance.
How to change your Zendesk subdomain
In Slack, click Zendesk in the Apps section to initiate a direct message with the app.
Click Change Subdomain.
Enter the new subdomain, read and confirm Zendesk's terms and conditions, and click Next.
Zendesk is collecting feedback on the integration. Your comments and suggestions are welcome.
How to provide feedback on the integration
In Slack, click Zendesk in the Apps section to initiate a direct message with the app.
Click Give Feedback.
Use the feedback form to submit your comments and answer questions related to the integration.
Click Send.
Comments
0 comments
Article is closed for comments.