Understanding Slack Direct Messages in Zendesk
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. This feature is useful for both internal help desk scenarios and business-to-business communications.
By integrating Slack DMs with Zendesk, you can streamline support processes, enabling agents to reply to tickets from the Zendesk Agent Workspace and continue conversations even after a ticket is closed. You can also use automations, macros, and triggers on these tickets, just like with other messaging tickets. For more details, check out theoriginal link.
More related questions
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 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: 1. In Zendesk's Admin Center, click on Channels in the sidebar, then…
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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