Installing the Slack for Zendesk Support integration for employee service (EAP)

Slack for Zendesk Support is an integration that can connect one or more Zendesk subdomains to multiple Slack workspaces. It allows you to interact with Zendesk Support tickets in your Slack channels. The integration also allows you to add an employee service AI agent to your Slack channels, if you want.


What's my plan?







Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus







Summary: ◀▼
You can connect Zendesk Support to Slack to receive ticket notifications, create tickets, and manage approval requests directly in Slack channels. The integration supports side conversations and lets you deploy an employee service AI agent to answer questions based on your knowledge sources. Multiple Zendesk accounts can connect to multiple Slack workspaces, enhancing internal support collaboration and ticket management.






Location: Admin Center > Apps and integrations > Integrations >
Integrations




This article is for Employee Service Suite accounts. If you want to
install the Slack integration for a Customer Service Suite account, see Understanding and installing the Slack for Zendesk Support
integration.

Slack for Zendesk Support is an integration that can connect one or more Zendesk subdomains
to multiple Slack workspaces. It allows you to interact with Zendesk Support tickets in your
Slack channels. The integration also allows you to add an employee service AI agent to your
Slack channels, if you want.
This article covers the following topics:
About the Slack for Zendesk Support
integration for employee service
Installing the integration to add a
connection between Slack and Zendesk for employee service




About the Slack for Zendesk Support integration for employee service

The Slack for Zendesk Support integration for employee service includes the following
features:


Ticket event notifications in Slack: Slack users can see information
about Zendesk Support ticket events in specified Slack channels. Using triggers, Zendesk administrators can configure which conditions
will send notifications, the Slack channels to send them to, and the information included
in the notification message.

Create new tickets directly from Slack: This feature is designed to cater to an
internal use case where Slack users want to raise a new Support ticket directly from
Slack.

Side conversations: Agents can use side conversations in a ticket to initiate and participate in
Slack threads.

Employee service AI agent: You can create and deploy an employee service (ES) AI agent to any Slack channel.
The ES AI agent can answer questions in Slack based on its connected knowledge
sources.

Multiple connections: You can connect multiple Zendesk accounts to one or more
Slack workspaces.

Approval requests: You can view and respond to approval requests in the connected
Slack workspace.




Installing the integration to add a connection between Slack and Zendesk for employee service

To install the integration, you must be a Support admin and have permission to install apps
in the Slack workspace. Additionally, the integration cannot be installed on a shared Slack
workspace (a workspace you don't own but have been invited to as an external user).
The installation adds a connection between one Zendesk account and one Slack workspace. To
add multiple connections, run the installation for each connection. For example, if your
company uses one Slack workspace with three Zendesk accounts, run the installation three
times to make these connections.
After the integration is installed, tickets can be created from any Slack channel. If you
want an employee service AI agent to operate in Slack you still need to deploy an employee service (ES) AI agent to any Slack channel.
To install the Slack and Zendesk integration for employee service

In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
Click the options menu ( ) next to Slack, then click View.
Click Connect workspace.
If your company uses multiple Slack workspaces, make sure the drop-down list in the
upper right corner displays the name of the workspace you'd like to connect to Zendesk,
then click Allow. You can
now deploy an ES AI agent to Slack channels. See Deploying an ES AI agent to Microsoft Teams
channels.




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