Update Zendesk tickets with quick actions in Slack

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.

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.