Adding Slack Direct Messages Channel to Zendesk
How can I add the Slack Direct Messages channel to Zendesk?
To add the Slack Direct Messages channel to Zendesk, first ensure you have a dedicated Slack handle. Then, sign in to your Slack account using this handle and follow these steps:
- In Zendesk's Admin Center, click on Channels in the sidebar, then select Messaging and social > Messaging.
- Click 'Add channel' and select Slack.
- Enter a Channel name for easy identification.
- If applicable, select a Brand to associate with the channel.
- Click 'Next', then 'Link workspace in Slack'.
- On the approval page, click 'Allow'. Ensure 'Require App Approval' is enabled on the Slack account if the button is inactive.
Once added, you can configure workflows, set up triggers, automations, and assign agent roles for social messaging conversations.
More related questions
What is the Slack Direct Messages channel in Zendesk?
The Slack Direct Messages channel in Zendesk allows end users to create tickets by sending direct messages to a dedicated handle within Slack. These messages are converted into tickets and managed in Zendesk, similar to other messaging tickets….
How do I create a dedicated Slack handle for Zendesk?
To create a dedicated Slack handle for Zendesk, you need to set up a new user in Slack that will be used with the Slack Direct Messages channel. This handle can be named according to its intended use, such as HR Services or customer onboarding….
What are the requirements and limitations of the Slack Direct Messages channel?
The Slack Direct Messages channel requires that the Slack account has 'Require App Approval' enabled. There are also several limitations to be aware of: - It supports only 1:1 requests, not multi-conversation threads. - Thread conversations are not…
How can Slack Direct Messages be used for internal help desk support?
Slack Direct Messages can be effectively used for internal help desk support by linking the Slack handle to IT support, HR services, or any internal workflow needing a dedicated channel. Direct messages to the handle are converted into messaging…
How can Slack Direct Messages be used for partnership support via Slack Connect?
Slack Direct Messages can be used for partnership support by creating a Slack Connect channel with the dedicated handle and inviting partners or contractors to collaborate. This setup is ideal for customer onboarding, premium support, or marketing…
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