Other use cases

Manage and track ticket lifecycle

Manage the entire Zendesk ticket lifecycle, and prioritize and resolve tickets by tracking updates in Slack.

How it works:

Support agent can track any ticket activity in ticket threads. Empower your agents by enabling them to take quick actions on the requests in their queues.

  1. When a new Zendesk ticket is created, support team receives a real-time notification in their #triage channel.
  2. Slack notifications sent to #triage channel include smart follow-up action buttons.
  3. 👀 emoji assigns the ticket to the user who added it. ✅ emoji changes the ticket status to solved.
  4. Any ticket updates can be tracked from the ticket thread.
  5. Support agents can send a comment to the requester by replying from the ticket thread.
  6. Support agents can send an internal note by adding a lock emoji at the beginning of their comments in the ticket thread.
  7. Any public or private comment is added to the ticket thread as soon as requester replies or a support team member adds an internal note to the ticket.

Your support agents can save time by tracking ticket updates from the same ticket thread and focus on solving cases as soon as they come in. By going through notifications in the #triage channel, your support team can see assigned, solved or escalated tickets.

Ticket lifecycle in Zendesk to be tracked and managed through Slack threads
Use case app
Conversational ticketing with Zendesk
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Learn how to use this app
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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 other emojis?

Yes! After installing the app, find the workflow that listens to that specific emoji and update it with your emoji in the Emoji field.