Zendesk Slack integration | Install Zendesk app for Slack

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Manage and track Zendesk tickets in Slack with Actioner. Start using the Zendesk Slack app immediately after you install it. Actioner provides a seamless Zendesk Slack integration. From now on your support team will always stay on top of customer inquiries & keep track of new tickets and updates on existing ones right in Slack. Help your team provide more timely and effective support and speed up ticket resolution with Actioner! ## Features - **Create Zendesk tickets in Slack:** Let your requesters open inquiries from a dedicated Slack channel and automatically convert messages into Zendesk tickets. - **Triage from Slack:** Get notified of new tickets through triage channels dedicated to your Zendesk tickets. Let your support team track ticket updates and share their comments in a single Slack thread. Enable smooth communication between your help-desk team and your end-users. - **Take Zendesk actions on Slack:** Create, view, and assign Zendesk tickets, change their statuses, add followers to them, and much more within Slack. - **Private tickets:** Enable private conversations between your support team and your requesters by moving the conversations from request channels to direct messages in Slack. - **Automated CSAT surveys:** Send automated DMs to your requesters to rate their support experience. Create CSAT reports and share them with your team. ## How to get started 1. Click **Add to Slack** and connect to your Zendesk instance. 2. Type /support in any message box in Slack. 3. Configure your request and triage channels. When your users or customers are having a problem, they can send a message to the **request channel**. Actioner automatically gathers the required info and creates a Zendesk ticket in an instant or when reacted with 🎫. You can also select to require a form if you need to collect additional info from your requesters. Whether a ticket is created in Slack or Zendesk, Actioner sends a notification to your support team's **triage channel**. Requesters can continue communication with your support agents on the same message where they raised their requests, and your agents can interact with the requesters in their dedicated triage channel. Once the ticket is closed, it automatically gets archived to prevent channel message overload and lets your support team focus on what's important.

Workflows

Assign ticket

Run this workflow to assign a ticket to a Zendesk group or a Zendesk agent.

Configure CSAT for requests created in Slack

- Enable Send CSAT to requests created in Slack option. - Select when you want to ask your requesters to rate their experience. - Enable Add the CSAT score as an internal note to your tickets option to share the rating and the comment in your ticket as an internal note. - Enable Show the CSAT score in #triage channel option to show the rating and the comment in #triage channel.

Rate conversation

This workflow is automatically run by a job that is scheduled when the ticket is solved. It sends a direct message to requester in Slack to rate their support experience and optionally adds their score and comment as an internal note to ticket and as a thread message in triage channel.

Listen app mentioned in Slack

This workflow runs when the app is mentioned on Slack. It initiates a conversation with the AI Assistant.

Assign the ticket when eyes 👀 emoji is added

This workflow assigns the ticket to the user who added eyes 👀 emoji in your triage channel.

Solve ticket

This workflow allows you to update a Zendesk ticket's status to solved.

Reply to ticket

Run this workflow in a direct message to add a comment to your request.

Sync replies added to threads in triage channels

This workflow processes comments added to threads in triage channels and keeps the Zendesk ticket comments and requests threads in sync.

Update ticket via default form

This workflow allows you to update a Zendesk ticket's properties and optionally add a public or internal comment.

Raise a request

Run this workflow to raise a new request from a message sent to a request channel.

Listen messages in Slack

This workflow, if there is an ongoing conversation with the AI Assistant, writes thread messages to the conversation context.

Create channels for new ticket notifications and raising requests

This workflow creates 3 new channels in your Slack workspace: #actioner-default-queue channel will be created as your triage channel for requests raised by /actioner and for requests created in Zendesk. #actioner-triage channel will be created as your triage channel for requests raised from #actioner-requests channel. #actioner-requests channel will be created to capture new requests of your users in Slack.

Update a ticket

This workflow allows you to update a Zendesk ticket's properties and optionally add a public or internal comment.

Sync replies added to threads in request channels

This workflow processes comments added to threads in request channels and keeps the Zendesk ticket comments and triage threads in sync.

Notify triage channel when there is a new Zendesk ticket

Runs when there is a new Zendesk ticket and notifies your support team in their triage channel.

Listen assistant run status

This workflow listens for events that require action from the AI Assistant. If there is an event that requires action, it sends the relevant workflow as a Slack message.

Send CSAT to requester

This workflow sends a CSAT to requester when ticket is solved in Zendesk.

Trigger create ticket flow when a new message is posted

This workflow triggers the flow to create a new Zendesk ticket when a new message is posted to one of the selected request channels. If a form is required to create a ticket, Actioner prompts the requester to raise her request by clicking "Raise a request" button.

Raise a request

Run this workflow to raise a new request from a message sent to a request channel.

Create webhook and triggers in Zendesk

This workflow creates a webhook and ticket related triggers in your Zendesk account. The webhook is created with the name you enter to run this workflow.

Create ticket via default form

Run this workflow to create a new ticket in Zendesk. You can create a request for yourself or you can raise a new request on behalf of other Slack users. If your requesters are end-users on Zendesk, you can select the shared Zendesk connection on "Connection" field of Zendesk actions.

Create ticket

Run this workflow to create a new ticket in Zendesk.

Create a follow-up ticket

Run this workflow to create a follow-up ticket in Zendesk.

App configuration

You can update the Actioner bot name and icon, update hint messages sent to agents and your requesters and select your default triage channel for new ticket notifications.

Mark ticket as private

When a ticket is marked as private by support team, its updates and comments are moved to a direct message conversation between the requester and the agent.

Sync comments added to tickets in Zendesk

This workflow processes comments added to tickets in Zendesk and keeps the request and triage threads in sync.

Solve the ticket when check mark ✅ emoji is added

This workflow sets the ticket status to solved when white_check_mark ✅ is added in triage channel.

Show requester

Run this workflow to retrieve more info about the requester.

Listen messages from assistant

This workflow listens to AI Assistant responses. When the AI Assistant provides a response, it sends that response to the corresponding Slack message.

Add follower

This workflow allows you to add a follower to a Zendesk ticket.

Listen home view button interactions

Listen button interactions event to publish app home view by using search button.

Publish home view

Common workflow to publish Slack app home view.

Trigger create ticket flow when there is ticket 🎫 emoji

This workflow triggers the flow to create a new Zendesk ticket when ticket 🎫 emoji is added to a message in one of the selected request channels. If a form is required to create a ticket, Actioner prompts the requester to raise her request by clicking "Raise a request" button.

Configure your channels and forms

Choose your request channel for raising requests and the triage channel you want to get notified for new tickets created in the selected request channel. Select how to raise requests, by adding an emoji or for every message sent. Enable 'Form required' option if you want your requesters to fill out a form in Slack. If you enabled "Form required" option, please select the Zendesk forms that will be available in the chosen request channel.

Configure your form fields

This workflow lets you configure the visibility of your form fields on your selected form. First select your form and then select the fields that you want to show when your requesters create tickets via the selected form. Make sure to include all required fields!

Create default webhook and triggers in Zendesk

Calls "Create webhook and triggers in Zendesk" workflow with Actioner webhook name.

Sync triage and request channels with Zendesk ticket updates

Runs when priority, status, assignee or group of a Zendesk ticket changes. The update is reflected to messages in request and triage channel and its details is sent as a reply to thread in triage channel.

Listen app home opened

Listen app home opened event to publish initial home view.

Security & Compliance

Privacy & data governance

Data retention policy

For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security. How long we keep your data prior to the deletion of data or termination of the contract between the customer and Actioner depends on the type of data, as described in further detail below:

Account data: Personal data that relates to customers’ relationship with the Actioner, including your workspace details, user accounts and your billing information. We retain your account information for as long as your account is active. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyze personal characteristics about you.

Configuration data: Any configuration or personal data that is required by Actioner to be functional for the customer, such as (a) applications and their sub-configurations like workflows, documents or functions, (b) credentials, connections and integrations with the third party providers, (c) identity and access management related personal data. Actioner stores and processes configuration data for the permitted purposes until the customer elects to delete such configuration data via the service and the customer is solely responsible for deleting configuration data.

Usage data: (a) Inputs, requests and form data provided by the end users or clients of the customer, (b) any data that is programmatically, periodically or automatically received through an integration of the customer, (c) any content stored as a result of processing a configuration data, (d) activity logs used to identify the source of service requests. Actioner deletes any stored usage Data sixty (60) days after the data is produced.

Data archiving and removal policy

For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security. Whenever a user account is deleted by a workspace admin, Actioner automatically deletes all data stored within the context of the deleted user account like profile information and the credentials / connections for the third party integrations. Whenever an app is deleted by an app admin, Actioner automatically deletes all data stored within the context of the app like tables, records, workflow, docs, files, etc. Whenever the workspace deletion is initiated by a workspace admin, Actioner automatically deletes all data stored within the context of workspace after a waiting period of 72 hours. After the waiting period, the deletion may take up to 10 days after the termination effective date. When any data is deleted, the archived copy of the data on Actioner’s backup systems will remain for 30 days and the backup data will be securely isolated and protected from any further processing, except as otherwise required by applicable law or regulation.

Data storage policy

At Actioner, ensuring the security of our users' data is paramount. To this end, we employ robust cryptography policies and practices. All data stored within our systems is encrypted at rest using the AES256 encryption standard, providing an additional layer of protection against unauthorized access. Furthermore, we uphold strict encryption standards for data in transit, both within our internal networks and over public channels. All data transmissions utilize TLS1.2 or higher encryption protocols, safeguarding information from interception or tampering. In terms of cryptographic key management, we rely on the AWS Key Management Service (KMS) for secure and controlled handling of cryptographic keys. This includes secure key generation, restricted access, secure storage, regular backups, and periodic rotation of keys. Our integration with AWS services streamlines the encryption process and enhances control over access to keys, thereby bolstering the overall security of our platform.We operate a comprehensive backup program at Actioner. This includes our internal systems, where our backup measures are designed in line with system recovery requirements. With respect to our cloud services, and specifically referring to you and your application data, we also have extensive backup measures in place. Our data backups are retained for 30 days with support for point-in-time recovery and are encrypted using AES-256 encryption.

Data center location(s)

United States

Data hosting details

Actioner is a cloud-native product whose infrastructure is hosted on industry-leading cloud provider Amazon Web Services (AWS). Actioner cloud services and data are hosted on Amazon Web Services (AWS). Where all our computing, messaging, network, and storage layers are located in the US West, our browser application is distributed via our CDN network all over the world. As a design standard, all Actioner services as well as the upstream computing, messaging, network and storage services are running on multiple availability zones (AZs) so that the traffic and the data are distributed among them. This design allows us to tolerate zone-specific failures with no downtime. This multi-zone high availability is the first line of defense for geographic and environmental risks and means that services running in multi-AZ deployments should be able to withstand AZ failure.