Other use cases

Use threads to drive conversation

Reply to ticket threads in Slack to add a comment to your tickets. Enable requester and agent to track ticket comments right in Slack.

How it works:

Send your replies from the Slack thread! Thread messages in Slack and tickets work in sync. Note that if your message starts with lock 🔒 emoji in the #triage channel, it is saved as an internal note.

  1. You can dedicate specific Slack channels for internal requests. When a new message is sent to one the these channels, Actioner automatically creates a ticket for the message posted or optionally when a ticket emoji is added.
  2. When a new Zendesk ticket is created, support team receives a real-time notification in their #triage channel.Slack notifications sent to #triage and #request channels include smart actions.
  3. Support agents can send a comment to the requester by replying from the ticket thread.
  4. Support agents can send an internal note by adding a lock emoji at the beginning of their comments in the ticket thread.
  5. Any public or private comment is added to the ticket thread as soon as requester replies or a support team member adds an internal note to the ticket.
  6. Any public comment is added to the request thread as soon as the support agent replies.

Actioner enables a seamless experience between requesters and the support agents, saving everyone time to focus on their work. Through Slack notifications, agents and requesters can quickly connect and communicate with each other through a Slack conversation.

Requester getting replies from the Slack thread

Use case app
Conversational ticketing with Zendesk
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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 other emojis?

Yes! After installing the app, find the workflow that listens to that specific emoji and update it with your emoji in the Emoji field.