How to Integrate Zendesk Into Slack

The Zendesk to Slack integration is a fantastic built-in, customizable support system that allows you to track, prioritize, and solve customer support tickets all in one place. This ensures that customer service can be done effortlessly in a team, with ease of communication.

With message actions for creating tickets and adding comments, Slack for Zendesk Support gives your customer service agents the ability to deliver a unique and pleasant customer service experience to your customers. You will set up your company for exponential growth.

Advantages of Zendesk Integration in Slack

Still not convinced of how great this integration is? Here are some of the integration’s other advantages.

• Quick creation of tickets directly from Slack
• Slack admins can map Zendesk Support groups to Slack channels with several beneficial results:
  • Tickets are routed to the right channel
  • Admins can choose specific ticket event types to appear in Slack
  • Admins can prevent sensitive data from being posted on Slack
• You can add any internal notes in a matter of seconds (think of when a customer has specifications to an order or request)
• Answer Bot for immediate Customer interaction and Frequently Asked Questions.
• Real-time notifications on either new or updated tickets on the Slack channel.
• Ease of creating and assigning a new requester.

How to Install the Integration

The Integration Installation Page

1. Log in to the company Slack workspace.
2. Ensure you have admin access.
3. Go to the Slack Zendesk integrations page.
4. Click on Continue.
5. Ensure you have a Zendesk account, if not, create one.
6. Input your Zendesk subdomain in the Slack Zendesk integrations page.
7. Accept the terms and conditions.
8. Specify what channel rules you want to apply once on the installation page. You can always change these rules later.
9. Once you are done, click Install.

When the installation is complete, you will be redirected to Slack automatically.

How to Edit and Configure the Integration

Once you have finished installing the Slack Zendesk integration, you will need to specify what configurations you want in order to get the most out of this feature. You may also need to edit these settings sometime in the future. Follow these steps for an easy process.

A Slack Zendesk Integration editing button list

Configuration of Slack Zendesk Integration

1. Ensure you are a channel admin (only channel admins are allowed to edit configuration settings).
2. Once in your Slack account, you will see a direct message from the integration. View it and click on Get started.
3. You will see a drop-down menu. Select a channel that you want to configure. (Please note that if you had started the integration process from inside a specific channel, that channel is selected by default.)
4. Click Next.
5. Afterward, use the Please choose a type drop-down menu to select the types of notifications you want to receive in this channel.
6. Once you have selected your notifications, click Done.
7. Another Choose an option drop-down menu will appear. Use it to select the support group or groups that have permission to post notifications on the channel. These support groups are used to categorize tickets and restrict agent access based on group membership. This option will help administrators ensure privacy protection, and only relevant tickets are posted to a channel.
8. Once you have selected the group(s), click Done.

Slack Zendesk Integration channel selection

Add the App to Another Public Channel

1. Log in to your Slack admin account.
2. Click on Zendesk in the Apps section.
3. Send a message to start a direct message with the app.
4. Click Add channel.
5. Follow steps 3 to 8 in Configuration of Slack Zendesk Integration listed above.

Add the App to a Private Channel

1. Once you are logged in to your Slack Workspace, select your workspace drop-down menu.
2. Click on Administration.
3. Then click on Manage apps. You will see the Apps page open in a web browser or another page if you were using the web version of the app.
4. Once you are on the Apps page, click on the Zendesk app icon.
5. Click Settings > Channel access.
6. Check under Which channels can Zendesk access? and then Zendesk was individually added to.
7. Click Add App to Channel.
8. Select the private channel from the drop-down list that appears.
9. Click Allow on the permissions pop-up page that appears.
10. Go back to Slack and click Zendesk in the Apps section.
11. Enter Settings.
12. Click Add channel.
13. Follow steps 3-8 in the Configuration of Slack Zendesk Integration listed in this tutorial.

Integration Notification picker example

Edit a Channel’s App Settings

1. Once in Slack, click Zendesk in the Apps section.
2. Start a direct message with the app.
3. Then click on Edit existing settings.
4. Follow steps 3-8 in the Configuration of Slack Zendesk Integration steps listed above.

Change Your Subdomain

1. In Slack, click Zendesk in the Apps section.
2. Start a direct message with the app.
3. Click on Change subdomain and enter the new subdomain.
4. Confirm the terms and conditions after you have read them.
5. Click Next and finish.

Conclusion

This integration will take your company’s customer service experience to a whole new level. Try it today to improve customer relations and streamline workflow. We promise you will not be disappointed.