What's it for

Integrating Zendesk ticket notifications into your Slack workspace streamlines communication, enhances collaboration, and increases team productivity by consolidating notifications in one place.

With real-time updates and transparency from Zendesk ticket notifications in your Slack workspace, your team will be able to respond to tickets faster, leading to higher customer satisfaction. Your support team spends less time switching between platforms resulting in increase in productivity and workflow efficiency. You can improve collaboration with Conversational ticketing leading to more efficient problem-solving and better ticket resolution.

How it works

Actioner enables your agents to keep up with new requests as soon as they come into your queue. When a new Zendesk ticket is created, your team receives a real-time notification in their triage channel.

The Slack post sent to your triage channel contains a summary of the ticket, including its ID, priority, status, requester and the assignee.

Any update on the ticket or any comment added to the ticket can be tracked from this notification. With an update on the ticket, Actioner sends a thread reply showing the updated ticket field and its value.

Similarly, when somebody adds a new comment, Actioner sends it as a reply to this thread. Your support team can to track the lifecycle of the ticket from one single thread.

How to get started

1. Install Zendesk for Slack to your Slack workspace and connect to your Zendesk account.
2. Run setup workflows to create webhook for Zendesk and create your dedicated Slack channels. You'll start receiving notifications in #actioner-triage.

‍