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Private Zendesk tickets for sensitive information

Enable private tickets to move the conversation between support agent and requester to direct message.

What's it for

Actioner introduces a powerful feature: Private tickets, designed to bolster a confidential conversation between the support agents and the requesters.

Private ticket option empowers support agents to deliver personalized assistance to requesters and provide tailored solutions, address specific concerns, and guide them through complex processes with greater ease. This personalized communication not only enhances the overall support experience but also fosters a sense of trust and confidence between the support team and the end-users.

How it works

Private ticket option comes into play when a ticket is created from a message sent to a request channel and enables a seamless transition of the conversation to a direct message (DM) in situations where sensitive or private information needs to be exchanged between an agent and the requester.

An agent can make a ticket private by clicking 🔏 Private ticket button on their triage channel. When a ticket is marked as private, it no longer resides within the public request channel, significantly reducing the risk of unauthorized access. This option ensures that only the authorized parties, namely the assigned agent and the requester, have access to the conversation of that ticket.

Once a ticket is flagged as private, Actioner promptly initiates a seamless transfer, creating a dedicated direct message thread sent to the requester. This seamless transition preserves the continuity of the conversation, allowing both parties to maintain context while ensuring the privacy of sensitive discussions.

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.
  3. After that, when there's a new Zendesk ticket notification on your triage channel, you can quickly make it private through clicking  🔏 Private ticket button.

Some other handy workflows

Freshdesk ticket notifications in Slack

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


New Zendesk ticket alerts in Slack

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

Conversational ticketing with Zendesk

Create Zendesk tickets with slash commands

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

Conversational ticketing with Zendesk

Your gateway to seamless automation

Actioner turns the complex into simple, allowing you to connect apps and automate workflows on a grand scale, faster and easier than ever.

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.