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Update Zendesk tickets with quick actions in Slack

Effortlessly manage your queues in Slack with smart actions and emojis and provide seamless support.

What's it for

Integrating Zendesk actions into Slack streamlines workflows, enhances collaboration, and saves time by reducing the need to switch between applications. By taking Zendesk actions in Slack, your team drive support more efficiently with faster ticket resolution, improved team cooperation, and ultimately, superior customer service.

How it works

When a new Zendesk ticket is generated, Actioner automatically sends a notification to your help desk team's triage channel in Slack. 

A triage channel serves as a dedicated space for prioritizing and categorizing incoming requests or issues and allows your team to assess and assign tickets to the relevant teams or team members for further action and resolution.

The Slack notifications sent to your triage channel enable your agents to efficiently monitor ticket updates within the same thread and allows them to promptly address incoming cases.

Quick Zendesk actions for ticket updates in Slack
Quick Zendesk actions for ticket updates in Slack

These posts include a concise ticket summary and interactive buttons, empowering your team to manage their queue without leaving Slack. The available actions for your support agents are as follows:

  • ✍️ Update: This action enables your agents to modify various ticket fields, including subject, priority, status, assignee, and tags. They can also add public comments or internal replies.
  • 👀 Assign: With this action, your agents can update the ticket's assignee group and agent.
  • 🔍 Show requester: By selecting this option, your team can view information about the requester, such as their name, email, role in Zendesk, and their ten most recent tickets.
  • ➕ Add follower: This action allows your team to designate a selected Slack user as a follower of the ticket in Zendesk.
  • 🔏 Private ticket: This option is available when a ticket is created from a message sent to a request channel. It facilitates moving the conversation to a direct message (DM) when dealing with sensitive or private information that needs to be shared between the agent and the requester. You can learn more about private tickets to understand how they work.
  • ➕ Create a follow-up ticket: This action is available for closed tickets and permits agents to create a new ticket that references the closed ticket.

In addition to the buttons, Actioner also enables your team to quickly. Check out our other use case ➡️ Update Zendesk tickets using emojis.

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. When there's a new Zendesk ticket notification on your triage channel, you can take quick actions effortlessly in Slack.

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.