Configuring the Slack for Zendesk Support integration

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<p id="docs-hc-snippet" style="display: none;">After installing the Slack for Zendesk Support integration, tickets can be created from any Slack channel, but the app needs to be added to each channel that requires ticket notifications and Answer Bot. You can also turn on side conversations to allow agents to converse with a different group of people while staying within the ticket.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can add or remove the app from Slack channels to manage ticket notifications and Answer Bot. Enable side conversations to discuss tickets with others without cluttering the main conversation. Turn on approval requests to handle approvals via Slack DMs or temporary private channels. These features help you integrate support workflows directly within Slack channels, improving collaboration and ticket management.</p>
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<div class="body">

<p class="p">After installing the Slack for Zendesk Support integration, tickets can be created from
any Slack channel, but the app needs to be added to each channel that requires ticket
notifications and Answer Bot. You can also turn on side conversations to allow agents to
converse with a different group of people while staying within the ticket. </p>
<p class="p" dir="ltr">This article covers the following topics:</p>
<div class="p">
<ul class="ul" id="slack_integration_configure__ul_b3g_rrc_r1c">
<li class="li"><a class="xref" href="#topic_tjj_vjx_dvb">Adding the app to Slack channels</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_fp3_cmx_dvb">Removing the app from Slack channels</a></li>
<li class="li"><a class="xref" href="#topic_fhm_sgl_r1c">Turning on Slack side conversations</a></li>
<li class="li"><a class="xref" href="#topic_rq1_5hr_1jc">Turning on approval requests in Slack</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="slack_integration_configure__ul_ncj_cz4_s1c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594" target="_blank">Creating and managing triggers for
Slack</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827411098" target="_blank">Using the Answer Bot for Slack
integration</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tjj_vjx_dvb">
<h2 class="title topictitle2" id="ariaid-title2">Adding the app to Slack channels</h2>
<div class="body">
<p class="p">You can add the app to a Slack channel using the <code class="ph codeph">/invite @Zendesk</code>
slash command, or add the app to multiple public channels at once in Admin Center.
You must use the slash command to add the app to private channels.</p>
<div class="p">
<strong class="ph b">To add the app to a channel using a slash command</strong><ol class="ol" id="topic_tjj_vjx_dvb__ol_m4s_bkx_dvb">
<li class="li">In Slack, browse to the channel where you’d like to add the Zendesk
app.</li>
<li class="li">In the message bar, enter <code class="ph codeph">/invite @Zendesk</code>, then press
return.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To add the app to one or more channels (public channels only)</strong><ol class="ol" id="topic_tjj_vjx_dvb__ol_dhh_db2_r1c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tjj_vjx_dvb__d8e2135" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_tjj_vjx_dvb__image_ynn_xr3_j1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click <strong class="ph b">Configure</strong> for the workspace you are configuring.</li>
<li class="li">On the <strong class="ph b">Channels</strong> tab, click inside the <strong class="ph b">Search for Channels</strong>
field, then select the field from the drop-down list. Continue selecting
channels this way until all channels are selected. <p class="p"><img class="image img-screenshot" id="topic_tjj_vjx_dvb__image_rr1_wq2_r1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Slack_add_app_to_channels_2.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Add app to channels</strong>.<p class="p">The channels are moved to the
<strong class="ph b">Channels with the app installed</strong> section.</p>
</li>
</ol>
</div>
<p class="p">The Slack channels you added the app to will receive a notification that Zendesk has
joined the channel. You can now configure <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594" target="_blank">notifications</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827411098" target="_blank">Answer Bot settings</a> for the channel. It may take up to
15 minutes for a channel to appear in the Slack for Zendesk Support app.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fp3_cmx_dvb">
<h2 class="title topictitle2" id="ariaid-title3">Removing the app from Slack channels</h2>
<div class="body">
<p class="p">Use the <code class="ph codeph">/remove @Zendesk</code> slash command in a Slack channel to remove
the Zendesk app. When the app is removed, Zendesk can no longer post notifications,
provide side conversations, or support Answer Bot in that channel.</p>
<ol class="ol" id="topic_fp3_cmx_dvb__ol_ddg_gmx_dvb">
<li class="li">In Slack, browse to the channel where you'd like to remove the Zendesk app.</li>
<li class="li">In the message bar, enter <code class="ph codeph">/remove @Zendesk</code>, and then press
return.</li>
<li class="li">On the confirmation window, click <strong class="ph b">Remove</strong>. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fhm_sgl_r1c">
<h2 class="title topictitle2" id="ariaid-title4">Turning on Slack side conversations</h2>
<div class="body">
<p class="p">As discussed in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844202778" target="_blank">Using side conversations for Slack</a>, agents can use side
conversations to engage with others (such as colleagues, external partners, or
vendors) outside of the main customer support ticket conversation. This allows
secondary discussions that are still connected to the original ticket, but don't
clutter the main interaction with the customer. </p>
<p class="p">Like email conversations, Slack side conversations are recorded as ticket events, and
you can use them as trigger conditions.</p>
<p class="p"><strong class="ph b">To turn on Slack side conversations</strong></p>
<ol class="ol" id="topic_fhm_sgl_r1c__ol_cth_s3l_r1c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fhm_sgl_r1c__d8e2135" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_fhm_sgl_r1c__image_ekm_jtg_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click <strong class="ph b">Configure</strong> for the workspace you are configuring.</li>
<li class="li">Click the <strong class="ph b">Side conversations</strong> tab.</li>
<li class="li">Click <strong class="ph b">Turn on side conversations in Slack</strong>.<p class="p"><img class="image img-screenshot" id="topic_fhm_sgl_r1c__image_dth_s3l_r1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_enable_side_conversations.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_rq1_5hr_1jc">
<h2 class="title topictitle2" id="ariaid-title5">Turning on approval requests in Slack</h2>
<div class="body">
<p class="p" dir="ltr">When approval requests for Slack are turned on, agents and end users can
view and approve or deny requests. Direct messages (DMs) are sent to individual
approvers, and temporary private channels, with all members of the group, are
created when a group is assigned as the approver.</p>
<p class="p" dir="ltr">When responding to approval requests in Slack, responding with comments
isn't supported. Additionally, comments in temporary channels for approval requests
assigned to groups aren’t captured in the approval request.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you want to support group approvers in Slack and installed the Slack for
Zendesk Support integration prior to May 4, 2026, you must open the Slack
integration in Admin Center and click <em class="ph i">Connect workspace</em> to
re-authenticate and allow approval requests. Don't disconnect and reconnect your
Slack workspace completely; doing so would cause you to lose all other
configurations for the integration.</div>
</div>
<div class="p">
<strong class="ph b">To turn on approval requests in Slack</strong><ol class="ol" id="topic_rq1_5hr_1jc__ol_u5h_rjr_1jc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rq1_5hr_1jc__d8e2135" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_rq1_5hr_1jc__image_v5h_rjr_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click <strong class="ph b">Configure</strong> for the workspace you are configuring.</li>
<li class="li">Click the <strong class="ph b">Approval requests</strong> tab.</li>
<li class="li">Select <strong class="ph b">Turn on approval requests in Slack</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
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