Other use cases

Drive conversations from dedicated Slack threads

Streamline ticket conversations in dedicated Slack threads and enable seamless communication between support agents and requesters.

What's it for

You can experience seamless ticket discussions right in Slack with Actioner. Actioner introduces a streamlined approach that enables smooth communication between your support team and requesters through dedicated Slack threads.

How it works

Both your agents and your requesters can effortlessly track ticket comments and stay informed about the ticket's progress and updates, all from one place, eliminating the need to navigate multiple Slack messages.

Drive support through Slack threads
Drive support through Slack threads

Agents can start their message with lock 🔒 emoji to add internal notes for internal team discussions. Private notes are not visible by requesters.

How to get started

  1. Install Zendesk app for Slack from Actioner App directory.
  2. Connect to your Zendesk account and select your Slack workspace.
  3. Create your dedicated Slack channels and Zendesk webhooks by running set up workflows.
  4. After the setup, in your Slack workspace, invite Actioner to the channels you've created. Once there's a new ticket created, you can start conversations on ticket threads.

Visit related help doc for more information on setup and customizations ➡️

Some other handy workflows

Freshdesk ticket notifications in Slack

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

Freshdesk
Slack

New Zendesk ticket alerts in Slack

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

Conversational ticketing with Zendesk
Slack

Create Zendesk tickets with slash commands

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

Conversational ticketing with Zendesk
Slack

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.