Actioner’s Zendesk app for Slack makes the process of automatically turning Slack messages into tickets a breeze. 

Now you’ll see how you can effortlessly streamline bug reports, customer inquiries, and user requests in dedicated request channels and instantly transform each into Zendesk tickets.

Let’s get started!

Actioner provides 2 ways to convert messages into Zendesk tickets in Slack:

1. When a message is sent to the request channel 
2. When a ticket emoji is added to a message in the request channel

Conversational ticketing is driven through 2 types of dedicated channels:

1. Request channels act as dedicated Slack channels where users can conveniently seek assistance or submit ticket requests. When a message is sent to a request channel or a ticket emoji is added to a message, Actioner instantly converts that message into a trackable ticket. It also sends a new thread reply to the message that created the request, showing a summary of the raised request.
2. Triage channels are the hubs for support agents to track ticket updates. Actioner sends a notification to the dedicated triage channel no matter how a ticket is created, whether manually or automatically, in Slack or within Zendesk. The notification contains the ticket summary, including its ID, priority, status, requester, and assignee.

1. When a message is sent to request channel

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2. When reacted with ticket emoji

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How automation works:

When a message is posted in a dedicated request channel, the ticket requester becomes the user who posted the message. 

If the user does not exist in your Zendesk account, Actioner automatically creates a new end-user using the message author’s Slack profile name and email.

Actioner also handles the creation of Zendesk tickets based on the message content:

• The Zendesk ticket’s subject and description are generated from the posted message.
• Actioner also shares the link of the post in Zendesk ticket’s description, enabling the post to be navigated easily from Zendesk ticket.
• The links to the attachments from the message are added to the ticket description.
• If the message contains any Slack user mentions, they are converted to Zendesk user mentions in the ticket subject and description.
• If the message contains no text but only attachments, the ticket's subject in Zendesk becomes "New request from Slack (Created by Actioner)."

How to set up automated ticket creation

The process of setup is pretty simple and straightforward. Follow the steps below, and don't waste anymore time!

1. After you install Conversational ticketing with Zendesk from Actioner app directory, you need to run a few setup workflows. 
2. First run Create webhook and triggers in Zendesk to create a webhook and enable ticket related triggers in your Zendesk account.

3. Then run Create channels for ticket notifications and raising requests setup workflow. Here you’ll be creating the request and triage channels that will turn Slack messages into Zendesk tickets and send them to support teams. The channels will be named #actioner-request and #actioner-triage in Slack.

💡 After setup, your selected trigger will be When reacted with 🎫 emoji by default. 

Customizing ticket creation triggers

If you want to change what triggers a ticket creation in the request channel ( Since there are two options: when a message is sent and when reacted with ticket  🎫 emoji. ) Follow these steps:

1. Call Actioner app in Slack
2. Choose Create new request and triage channel workflow. 
3. In the appearing form select #actioner-request and #actioner-triage channels and select When a new message is posted to change the trigger.

Start automating support workflows with Actioner

Actioner's Zendesk app for Slack can significantly streamline your ticketing system, allowing for effortless conversion of Slack messages into Zendesk tickets. 

With dedicated request and triage channels, customizable ticket creation methods, and an easy-to-follow setup process, automating your ticketing system with Actioner and Zendesk is just a few clicks away. 

Don't hesitate any longer, install the Zendesk app for Slack today and watch your support strategy evolve. And don't let valuable customer inquiries, bug reports, or user requests get lost in the shuffle of your Slack messages. 

If you need any assistance or want to learn more, don't forget to join the Actioner community, where you'll find a wealth of information and experts ready to help. 

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