After the Slack for Zendesk Support integration has beeninstalled and configured, you can create and comment on Zendesk Support tickets. If your Zendesk administrator has configuredtriggers 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 channel(s) 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 isDelivery to wrong address) or ticket number to open the ticket in Zendesk Support.
Creating tickets in Slack
You can create tickets in Slack for agents to solve in Zendesk Support. The ticket owner is automatically the Slack authenticated user.
You can create tickets directly in Slack in the following ways:
- Using theslash command,
/zendesk create_ticket, which allows you to create a ticket without an originating Slack message - Using aSlack action, which converts a Slack message into a ticket
- In aSlack Connect channel, using the @zendesk mention in a message
Thecreated_from_slacktag is automatically added to tickets if created using the slash command or Slack action. (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. SeeViewing tickets created in Slack.
Creating tickets with a slash command
You can use the/zendesk create_ticketcommand to create a ticket without creating a Slack message first. The slash command can be used in channels where the Slack for Zendesk Support integration has beeninvited to the channel.
To create a ticket using the slash command
- In a channel, enter the following command:
TheCreate new ticketform opens./zendesk create_ticket
- Enter the following information:
Subject: A brief, descriptive subject for the ticket.
Requester (optional): By default, 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. The information in this field is viewable by anyone with access to the ticket.
- ClickSubmit.
A ticket is created in Zendesk Support, and a notification is sent to the channel where it was created.
Creating tickets with a Slack action
You can convert an existing Slack message into a ticket by selecting theCreate a ticketaction in theMore actionsmenu of the message. The action works only in channels where the Slack for Zendesk Support integration has beeninvited to the channel.
To create a ticket using the Slack action
- In the Slack channel, hover over the message to display the options.
- Click theMore actionsicon (
) to display the message actions.
- ClickCreate a ticket.
- In theCreate new ticketform, enter a subject, requester, assignee (optional), and description for the ticket.
TheDescriptionfield 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.
- ClickSubmit.
The ticket is created in Support and is added as a reply to the Slack thread with the Zendesk metadata (ticket number, status, priority, and date/time) included.
Creating tickets in a Slack Connect channel
Slack Connectlets you work with people outside your company. Both internal and external users within a Slack Connect channel can create tickets by using the @zendesk mention. TheAssigneefield 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 beeninvited to the channel.
To create a ticket in a Slack Connect channel
- In a Slack Connect channel, enter the@zendeskmention in a message.
For internal users, the integration will respond with a message with a button to create a new ticket. For external users, the integration will include the workspace icon.
- ClickCreate a ticket.
- In theCreate new ticketform, enter a subject, requester, assignee (optional), and description for the ticket.
External users will not see theAssigneefield.
- ClickSubmit.
The ticket is created in Support. It's added as a reply to the Slack thread with the Zendesk metadata (ticket number, status, priority, and date-time) included. In Slack Connect channels, the assignee field is not included.
Viewing tickets created in Slack
To filter tickets created by the Slack integration, you can leverage thecreated_from_slacktag, which is automatically added to tickets created using theslash commandorSlack action.
To do that, create a new view in Zendesk Support that filters tickets based on tags. SeeAdding 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
- Hover over the notification message or reply to display the options.
- Click theMore actionsicon () to display the message actions.
- ClickAdd as internal note.
- Add your comment in theInternal notefield.
TheTicket numberfield is pre-populated with the ticket number. TheInternal notefield is pre-populated with the initial ticket description. You can add to this description or delete and replace it.
- ClickSubmit.
An internal note is added to the Zendesk Support ticket, and a new notification is added to the original notification thread.
To add a comment to a ticket from a reply
- Reply to the ticket notification in Slack.
- Hover over the reply to display the options.
- Click theMore actionsicon () to display the message actions.
- ClickAdd as internal note.
- In theAdd as internal noteform, enter the ticket number and description for the ticket.
TheInternal notefield is pre-populated with the text of the reply. You can add to this description, edit it, or delete and replace it.
- ClickSubmit.
An internal note is added to the Zendesk Support ticket and attributed to the integration's authenticator, 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.
可以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.
可以I close tickets from Slack?
You cannot currently close tickets using Slack.
可以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 on the channel can see the created tickets.
可以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.
可以I assign a ticket to a Zendesk User instead of a Group?
No, the integration only allows for tickets to be assigned to a group.
可以external users create Support tickets in Slack Connect?
Users from external workspaces in Slack Connect channels will not have access to the slash or shortcut commands. They can create tickets in channels where the Zendesk Slack app has been added by tagging the app.
75 Comments
Any update on custom ticket forms?
Hello@...andDavid Gillespie, is there any update to the custom fields in slack when submitting this form? its been about a year since David's reply
HiBobby KochandKyle Kelly,
Thanks for your feedback. It would be great to understand some additional information regarding how you are using custom forms today, as well as how your users/customers are creating tickets from Zendesk. I will share a private message to connect.
Hello Zendesk Team,
is it planned to allow for different forms to be selected when creating a ticket in Zendesk via Slack?
HeyMo Shujaat,
The team is currently working on significant improvements to Slack notifications and the admin experience. Similar to my earlier response, it would be great to connect and understand how you are using forms in Zendesk today. I'll share a private message to connect.
Is there a way to notify a user in Slack either via a channel or DM when they've been assigned a ticket?
HeyBryan Collins,
At the moment we support channel notifications based upon support group assignment. We are working on some improvements to Slack notifications which should support more refined notification criteria (i.e. individual assignees), however this is likely to still only support channel notifications.
Once we have more information available, I'll update this thread.
@...we'd like our customers using shared Slack channels to be able to create Zendesk support tickets directly but either define a single assignee group per channel the ticket gets assigned to (and remove it from the form) or limit the number of groups available. Is this possible?
Hey詹姆斯Delmerico,
We're working on adding the ability for external customers to open the Zendesk Create Ticket dialogue in Slack. As this currently lists all of the assignable support groups (and there may be some which are internal), we're limiting visibility of this for external customers. If you have organisation mappings established for these customers, you can establish default assignment groups for these customers.
Thank you@.... Is there a target availability date for this capability?
Hi. Is there a way to make the originating Slack message an internal note instead of an external one?
Is it possible to connect multiple different Slack instances/tenants to one single Zendesk instant/tenant?
We have built a seamless integration between Slack and ZenDesk using Tines that can create cases, update cases in threads, and run a full support channel via our console in ZenDesk back to our customers in Slack. www.tines.io
If you have bespoke notification requirements, the integration can be built with Tines
Hi,
I am looking at the FAQ and I am interested in this one in particular.
If I create a new ticket from Slack, can other users on the channel see it?
Anyone on the channel can see the created tickets.
Is there a possibility to turn this option off in all channels but have users create a ticket in all the channels?
I would be grateful for any tips!
Many thanks!
I have tested the integration directly on my end and as it turns out, this option is not available.
Hi team,
Our product org is interested in getting a monthly or weekly updates on the common tags added to tickets in some relevant slack channels so they can stay updated on what users are messaging in about. It sounds like the ZD-Slack integration doesn't do any work with tags, however. Can you confirm this?
Do you think Zapier would manage this, if the Zendesk app doesn't?
Thanks,
Hannah
If we create a ticket from within slack, I know it shows the general info that a ticket was created - but is there a way to also post in that same slack thread updates made to that ticket? Or is the conversation then taken offline/out of slack and relying on email communication with the requester?
HeyHannah Ehrlich,
The Zendesk Slack Integration doesn't currently work with tags or scheduled messaging. While we're working on adding broader compatibility for other Zendesk ticket criteria, it will still be constrained to ticket events (such as Triggers).
I'm wondering if there's a way to achieve the reporting from within Zendesk Explore and distribute it to the relevant groups throughscheduled reporting?
HeyJustin,
We've recently announced theSlack Direct Messaging EAPwhich supports a DM conversational experience in Slack.
We're also working on improvements to our notification engine to ensure that related ticket updates are threaded to support continued context. While these tickets would still rely on email for communications, updates could still be provided in context to the original ticket creation Slack message.
我想问如果表单用于创建抽搐kets via slack can be changed or if custom fields can be added to the form. We would also like the option for our users to upload an attachment when creating tickets via slack
Hello, I've seen this question asked but do not see it answered, we currently have two slack instances. We do not have a plan to integrate them now, but need both to be able to link in to one single Zendesk instance. Is this possible?
Also what is the state of custom forms, we have several that we would like to use. If needed i can jump on a call and give our use cases
HeyChinua Katchy,
Thanks for your feedback regarding ticket forms and attachments, I've captured this. At the moment, we don't have any active plans to implement customisation in the form used in Slack. If this changes, we will let you know.
HeyMeg Gunther,
Zend亚博esk松弛集成目前支持the ability to connect multiple Slack workspaces to a single Zendesk account. Just install the app on each of these workspaces and complete the installation process. You can configure each of these within their associated Slack workspace.
Thanks for your feedback regarding ticket forms, I've captured this. At the moment, we don't have any active plans to implement customisation in the form used in Slack. If this changes, we will be in touch to explore your use case.
Hi,
Is it possible to change the layout/configuration for the ticket notification itself in Slack?
In addition to requester name, we would like to see the organization name. Or if not possible to see both, only the name of the organization.
HeyJeannette Räntfors,
While the content of Slack notifications is currently fixed today, we're currently working on some enhancements which will support customisation of notification content.
Hi Sean,
Thanks for quick reply.
And nice to hear! Then looking forward to that possibility.
@...
We have enabled the integration of tickets into Slack Connect channels with clients.
Generally, in our ticketing system, we make the severity menu obligatory for anyone to submit a ticket. But the ticket that pops up within Slack channels does not include that field. Is there a way to customise the ticket form to include it?
Thanks in advance.
HeyLior e,
Thanks for sharing your use case. The ticket form in Slack does not current have the ability to display custom fields. I've captured your feedback for future consideration.
Thanks for the reply@.... Given that severity is a basic field of any ticket, instead of developing customization, would it be possible to add it to the template ticket across the board? That should also be much lighter work.
为什么链接文本部分不通用t transferred when you create a ticket via the integration?
Eg:This is a test linkthat will not be clickable when you create a ticket from it, it will just be the text.
Pleasesign into leave a comment.