Using Slack for Zendesk Support - Frequently asked questions
Frequently asked questions
How can I view Zendesk ticket notifications in Slack?
You can view Zendesk ticket notifications in Slack if your administrator has configured Zendesk triggers for Slack. These notifications will appear in your Slack channels whenever tickets are created or updated in Zendesk. The notifications…
How do I create a Zendesk ticket in Slack?
Creating a Zendesk ticket in Slack is straightforward and can be done in several ways. You can use the /zendesk global shortcut, a Slack action to convert a message into a ticket, the Zendesk app in the Slack sidebar, or the @zendesk mention in a…
Can I comment on existing Zendesk tickets in Slack?
Yes, you can add internal notes to existing Zendesk tickets directly from Slack. This is done from the ticket's notification thread, and only other Zendesk agents can view these internal notes. To add a comment, hover over the ticket notification…
What happens if the Requester field is blank when creating a ticket in Slack?
If the Requester field is left blank on a Zendesk ticket created in Slack, or if there are issues setting the value, the Requester is automatically set to the user who authenticated to Zendesk during the installation process. This ensures that…
Can I close or edit Zendesk tickets from Slack?
Currently, you cannot close or edit Zendesk ticket fields directly from Slack. These actions need to be performed from your Zendesk Support account. While you can create and comment on tickets in Slack, any further modifications to ticket fields…
How can external users create Zendesk tickets in Slack Connect?
External users in Slack Connect channels can create Zendesk tickets by tagging the @zendesk app in a message. However, they do not have access to the global shortcut command. When using the @zendesk mention, the integration will guide users…
How can I filter tickets created in Slack in Zendesk Support?
To filter tickets created by the Slack integration in Zendesk Support, you can use the createdfromslack tag. This tag is automatically added to tickets created using the global shortcut or Slack action. You can create a new view in Zendesk…
Can I assign a Zendesk ticket to a user instead of a group in Slack?
No, the Slack for Zendesk Support integration only allows tickets to be assigned to a group, not to individual users. This means that when creating a ticket in Slack, you can select a Zendesk group to assign the ticket to, but not a specific user…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
