Create Zendesk tickets with ticket emoji in Slack

What’s it for

Actioner’s conversational ticketing solution allows you to create Zendesk ticket just by adding 🎫 emoji to a Slack message. Providing your support team with time and effort savings.

How it works

Actioner allows you to create Zendesk tickets with just a glimpse of an emoji in Slack. Your support agents and requesters can also track the resolution process effortlessly through Slack threads. This is how it works:

Create Zendesk tickets with Slack emoji

Requester sends a Slack message to a dedicated #request channel.
When that exact message is reacted with ticket emoji, Actioner creates a Zendesk ticket and sends a thread reply to show a brief summary of the raised request.
Your support team also gets the new ticket notification in their #triage channel with the ticket summary, including its ID, priority, status, requester, and assignee.

How to get started

Once you install Zendesk app for Slack, first you'll connect to Zendesk and Slack.
After, you'll run setup workflows to create Slack channels dedicated for different purposes. One of them is #actioner-request channel which will allow requesters to raise requests by sending a message to that channel and reacting with 🎫 ticket emoji.

➡️ If you created new channels: Actioner will create Zendesk tickets from Slack messages sent to the #actioner-request channel when ticket emoji is added-- this is set by default.

➡️ If you want to use your existing channels:

Call Actioner app in Slack
Choose Create new request and triage channel workflow.
In the appearing form select your request and triage channels and from How to create tickets dropdown choose When reacted with ticket 🎫 emoji
‍Then click Run.

💡 Don't forget to invite Actioner to your channels in Slack (Simply type @Actioner and click Send now).

💡 If you require a form to be filled while creating a ticket, please check our Prompt users to raise their requests use case ➡️

Use case app

Conversational ticketing with Zendesk

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Slack

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Some other handy workflows

New Zendesk ticket alerts in Slack

Get notified in Slack whenever there is a new ticket in your Zendesk instance.

Create Zendesk tickets with slash commands

Raise requests within Slack using Actioner's shortcut or slash command.

Auto-create Zendesk tickets from Slack messages

Automatically raise requests with the messages posted to dedicated request channels in Slack.

Frequently asked questions

Can I use this app with a different ticketing tool?

Conversational ticketing app is tailored for Zendesk. If you are using another tool such as Freshdesk or Jira Service Management, etc. you can use Actioner to build a conversational ticketing app that works with your system.

Our ticket management process includes more tools. Can I also use them with Actioner?

You can use as many tools as you want with Actioner as long as they have public APIs. You can create new connections, actions, and workflows that send data from your own tools and combine them with the existing app.

Can I use another emoji to create tickets?

Yes! You can customize your app, and change the emojis in your workflows through AppConfigs. Please check out Conversational ticketing with Zendesk help doc for more information.

How can I add new request channels?

To add new request and triage channels, you can run Set up request and triage channels workflow. After running this workflow, do not forget to invite Actioner to your new request channel! Please check out Conversational ticketing with Zendesk help doc for more information.

Create Zendesk tickets with ticket emoji