Zendesk and Slack, ready to switch on
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 it runs, in about ten minutes.
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 |
Ten minutes of your time, then it's ours
- Pay and open your accountCard or invoice, about two minutes. This integration is already selected.
- Paste the Zendesk API token and the Slack bot tokenEach has a short guide. About eight minutes. If one doesn't work, a person joins the chat.
- Open one test ticketA 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.
When Zendesk or Slack changes its API, we fix it within a working day. You don't get a ticket to solve.
- Everything in the table above, with monitoring on.
- Fixes when either app changes its API.
- A person on live chat, replies within a working hour.
- Custom logic beyond the table is priced separately.
The price when it's live. Nothing is charged for asking.
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.
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 the same day and build into the same account.
