Zendesk and Slack, not switched on yet

New tickets from the views you name land in the Slack channel you choose, a ticket still waiting past your first reply target says so, and a bad rating gets its own post. You paste two keys in your account and we switch it on for you.

Tell us you need it Mine is a bit different

Not switched on for anyone yet. Say you need it and it moves up the list; we reply with a date and a price.

More with these apps: all Zendesk integrations · all Slack integrations

What moves, and when

The details you would normally get after a sales call. Here they are up front.

What	Direction	When	Rule
New ticket from the views you name	Zendesk to Slack	Within seconds	Subject, requester, priority and the group it landed in, in the channel you choose
First reply is late	Zendesk to Slack	When your own target passes	A post saying how long the requester has waited and who the ticket sits with
Assigned	Zendesk to Slack	Within seconds	The agent is named in the ticket's thread, so two people don't answer the same person
Poor rating	Zendesk to Slack	Within seconds	Its own post with the comment the customer left, in the channel you keep for those
One ticket, one thread	Zendesk to Slack	Every update	Updates go under the first post, so a busy queue reads as tickets rather than as noise

How to set up Zendesk and Slack

A few minutes of your time, then it's ours.

Say you need Zendesk and Slack

Press Tell us you need it. We reply with a date, and the price stays $39 a month when it's live.
We reply with a date and a price

Nothing is charged for asking. When it's live you pay, and the account opens with this integration waiting for its two keys.
3
Paste the Zendesk API token and the Slack bot token
- Zendesk API token: in Zendesk open Admin Center, then Apps and integrations, then APIs. On the API configuration page tick Allow API token access and save. Full Zendesk guide
- Slack bot token: open api.slack.com/apps and create an app from scratch in your workspace. Full Slack guide
Each screen carries the full guide with the exact menu names, about eight minutes for both.
We check both keys

Each key is checked against Zendesk's and Slack's own API the moment you paste it. If one doesn't pass, the screen says what to fix, and a person joins the chat if that isn't enough.
Open one test ticket, then we switch it on

A minute or two. Write in to your own support address and watch the ticket appear in the channel. From then on we watch it for you. A person checks the setup and switches it on, within a working day.

When Zendesk or Slack changes its API, we fix it within a working day. You don't get a ticket to solve.

$39a month

Everything in the table above, with monitoring on.
Fixes when either app changes its API.
A person on live chat, weekdays 10:00 to 19:00 EET.
Custom logic beyond the table is priced separately.

Tell us you need it

The price when it's live. Nothing is charged for asking.

Ways to connect Zendesk and Slack

Two ways people connect these two, and what each one asks of you.

Zapier or MakeDovetly

Who sets it upYou, one step at a time in the scenario editorNot built yet. Say you need it and we reply with a date and a price.

Who fixes it when it breaksYou: the scenario is yours, so the fix is tooWe do, within a working day, and we watch it

What you need to knowTriggers, actions, filters and how the fields of Zendesk and Slack mapWhere the two keys are. The guide shows it.

PriceSet by the builder's plan, counted in tasks or operations$39 a month, flat, whatever the volume

Before you decide

Can we answer the ticket from the chat?

No. The reply belongs in Zendesk, where it is recorded against the customer. The channel is for seeing what is open and picking it up faster.

Which tickets get posted?

The queues, tags or priorities you name. Teams usually post the urgent queue everywhere and keep the rest to the daily view.

Which views should go to Slack?

Start with the urgent queue in one channel. A second view can go to a second channel later, and the daily view stays in Zendesk where agents already live.

Does Slack integrate with Zendesk?

With this pair, yes: new tickets from the views you name land in the Slack channel you choose, a ticket still waiting past your first reply target says so, and a bad rating gets its own post. You paste a Zendesk API token and a Slack bot token. It isn't switched on for anyone yet; say you need it and we reply with a date. $39 a month when it's live.

Can you use Slack as a ticketing system?

Not on its own, and this pair doesn't try. Zendesk stays the ticketing system, where replies are recorded against the customer. Slack is where the team sees what's open and who has it, one thread per ticket, so two agents don't answer the same person.

Anything to know about Zendesk?

Token access is a switch in the Zendesk API settings, and it has to be on before any token works.

Anything to know about Slack?

The bot has to be invited to a channel before it can post there; that's one command in Slack.

What if mine is a bit different?

Tell us what should go where in plain words. Small changes to the rules above are usually free; bigger ones we price within a working day and build into the same account.