Using the Slack for Zendesk Support integration

<body>
<p id="docs-hc-snippet" style="display: none;">After the Slack for Zendesk Support integration has beeninstalledandconfigured, you can create and comment on Zendesk Support tickets. If your Zendesk administrator has configuredtriggers for Slack, you will also see ticket updates in your Slack channels.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<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 create, view, and comment on support tickets directly in Slack using commands, actions, or the app. Ticket notifications and updates appear in Slack channels if configured. Internal notes can be added from Slack, and approval requests can be reviewed and responded to. Tickets created in Slack are tagged for easy filtering. External users in Slack Connect channels can create tickets but with limited options.</p>
</div>

<div class="body">

<p class="p">After the Slack for Zendesk Support integration has been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">installed</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866" target="_blank">configured</a>, you can create and comment on Zendesk Support tickets.
If your Zendesk administrator has configured <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594" target="_blank">triggers for Slack</a>, you will also see ticket updates in your Slack
channels.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="topic_zjj_my4_ldb__ul_yl5_py4_ldb">
<li class="li" dir="ltr"><a class="xref" href="#topic_qt2_1z4_ldb">Viewing ticket notifications in Slack</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_xgp_1z4_ldb">Creating tickets in Slack</a></li>
<li class="li"><a class="xref" href="#topic_pp2_vl2_v2b">Viewing tickets created in Slack</a></li>
<li class="li"><a class="xref" href="#topic_c1d_xjd_xdb">Adding internal notes to existing tickets in Slack</a></li>
<li class="li"><a class="xref" href="#topic_tdz_qkr_1jc">Viewing and responding to approval requests in Slack</a></li>
<li class="li"><a class="xref" href="#topic_umb_w5w_zdb">FAQ</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_zjj_my4_ldb__ul_kv5_pgf_xhb">
<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/4408844202778" target="_blank">Using side conversations 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_qt2_1z4_ldb">
<h2 class="title topictitle2" id="ariaid-title2">Viewing ticket notifications in Slack</h2>
<div class="body">
<p class="p" dir="ltr">If your administrator configured Zendesk triggers for Slack, you’ll see
notifications in your Slack channels similar to the example below when tickets are created
or updated in Zendesk. The content within these notifications is typically high-level and
customizable by your administrator.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_qt2_1z4_ldb__image_ab2_3m3_xdb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_channel_message_4.png" width="500"></p>
<p class="p" dir="ltr">Click the subject line (in the example above, the subject is <strong class="ph b">Delivery to wrong address</strong>) or the ticket number in the footer to open the ticket in Zendesk
Support. </p>
<p class="p">The footer also includes the ticket status, the Zendesk account in which the ticket was
created, and the time the notification was sent.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xgp_1z4_ldb">
<h2 class="title topictitle2" id="ariaid-title3">Creating tickets in Slack</h2>
<div class="body">
<p class="p">You can create tickets in Slack for agents to solve in Zendesk Support. The requester is
set to the Slack authenticated user by default but can be changed. </p>
<p class="p" dir="ltr">You can create tickets directly in Slack in the following ways. </p>
<div class="p" dir="ltr">
<ul class="ul" id="topic_xgp_1z4_ldb__ul_ldr_4yb_xdb">
<li class="li">Using the <code class="ph codeph">/zendesk</code>
<a class="xref" href="#topic_sk3_cc5_1tb">global shortcut</a>
</li>
<li class="li">Using a <a class="xref" href="#topic_rlf_fd5_1tb">Slack action</a>, which
converts a Slack message into a ticket</li>
<li class="li">Using the <a class="xref" href="#topic_ywp_vsg_s1c">Zendesk app</a> in the
Slack sidebar</li>
<li class="li">In a <a class="xref" href="#topic_xcj_hd5_1tb">Slack Connect channel</a>, using
the @zendesk mention in a message</li>
</ul>
</div>
<p class="p">Depending on how your administrator configured notifications, you might see notifications
in your Slack channels after creating a ticket.</p>
<p class="p">The <strong class="ph b">created_from_slack</strong> tag is automatically added to tickets if created in Slack.
(Using the @zendesk mention in a Slack Connect channel does not add this tag to tickets.)
Use this tag to create views or business rules to assist with the ticket workflow. See <a class="xref" href="#topic_pp2_vl2_v2b">Viewing tickets created in Slack</a>.</p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_sk3_cc5_1tb">
<h3 class="title topictitle3" id="ariaid-title4">Creating tickets with a global shortcut</h3>
<div class="body">
<p class="p">You can use the <code class="ph codeph">/zendesk</code> shortcut to create a ticket without creating a
Slack message first. The shortcut can be used in channels where the Slack for Zendesk
Support integration has been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_tjj_vjx_dvb" target="_blank">invited to the channel</a>. </p>
<p class="p">See the <a class="xref" href="https://api.slack.com/interactivity/shortcuts" target="_blank">Slack documentation</a> for more information about global
shortcuts.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a ticket using a shortcut</strong></p>
<ol class="ol" id="topic_sk3_cc5_1tb__ol_vmc_xc5_1tb">
<li class="li">In a channel, type: <code class="ph codeph">/zendesk</code>
</li>
<li class="li" dir="ltr">Select <strong class="ph b">Create a ticket</strong> from the menu that appears. <p class="p">The Create new
ticket form appears.</p>
<p class="p"><img class="image img-screenshot" id="topic_sk3_cc5_1tb__image_wmc_xc5_1tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_new_ticket_subdomain.png" width="400"></p>
</li>
<li class="li" dir="ltr">Enter the following information:<div class="p">
<ul class="ul" id="topic_sk3_cc5_1tb__ul_xmc_xc5_1tb">
<li class="li">
<strong class="ph b">Subdomain</strong>: If your company has multiple Zendesk accounts connected to the
workspace, select the Zendesk <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409381383578" target="_blank">subdomain</a> you're creating a ticket in.</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Subject</strong>: A brief, descriptive subject for the ticket.</p>
</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Requester (optional)</strong>: The user submitting the ticket is selected as the
requester. However, you can click and type in this field to display a searchable
list of existing Slack users. </p>
<p class="p" id="topic_sk3_cc5_1tb__note_zmc_xc5_1tb">If an unrecognized user creates the ticket in Slack, a
new Zendesk Support end user is created and assigned to the ticket. Similarly,
when an agent creates a ticket on behalf of someone else, they can select a
requester from a list of existing Slack users or create a new end user.</p>
</li>
<li class="li">
<strong class="ph b">Assignee (optional)</strong>: The name of the Zendesk group you want to assign the
ticket to. Click this field to display a list of groups or enter the group's name.
As you type, you can select the assignee from the displayed list of matches.</li>
<li class="li">
<strong class="ph b">Description (public)</strong>: A more detailed description of the ticket. Anyone
with access to the ticket can view the information in this field.</li>
</ul>
</div>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Submit</strong>. <p class="p">A ticket is created in Zendesk Support and a
notification is sent to the Zendesk app in Slack under the Messages tab.</p>
<p class="p"><img class="image img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_Zendesk_app_notify_3.png" width="500"></p>
<p class="p">Other channels may be notified if
your administrator set up notifications using Zendesk triggers.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_rlf_fd5_1tb">
<h3 class="title topictitle3" id="ariaid-title5">Creating tickets with a Slack action</h3>
<div class="body">
<p class="p">You can convert an existing Slack message into a ticket by selecting the <strong class="ph b">Create a
ticket</strong> action in the <strong class="ph b">More actions</strong> menu. The action works only in channels
where the Slack for Zendesk Support integration has been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_tjj_vjx_dvb" target="_blank">invited to the channel</a>.</p>
<p class="p"><strong class="ph b">To create a ticket using the Slack action</strong></p>
<ol class="ol" id="topic_rlf_fd5_1tb__ol_wl1_md5_1tb">
<li class="li" dir="ltr"> In the Slack channel, hover over the message to display the
options.<p class="p"><img class="image img-screenshot" id="topic_rlf_fd5_1tb__image_xl1_md5_1tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_more_actions_3.png" width="550"></p>
</li>
<li class="li" dir="ltr">Click the <strong class="ph b">More actions</strong> icon (<img class="image" id="topic_rlf_fd5_1tb__image_yl1_md5_1tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) to display the message actions, then click <strong class="ph b">Create a
ticket</strong>.</li>
<li class="li" dir="ltr">Complete the ticket fields in the Create new ticket form.<p class="p">The
<strong class="ph b">Description</strong> field is pre-populated with the text of the Slack message you're
using to create the ticket. You can leave it as is or edit the text.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>. <p class="p">The ticket is created in Support and is added as a reply to
the Slack thread with the Zendesk metadata (ticket number, status, account, and
date/time) included.</p>
<p class="p"><img class="image img-screenshot" id="topic_rlf_fd5_1tb__image_bm1_md5_1tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_ticket_thread_4.png" width="500"></p>
</li>
</ol>
<div class="note note" id="topic_rlf_fd5_1tb__note_cm1_md5_1tb">
<span class="notetitle">Note:</span> Single-channel guests do not have access to several commands. To
gain access, they must be assigned as a multi-channel guest and have access granted. This
is a limitation set by Slack workspaces for guest usage permission limitations. For more
information on granting guests access, see <a class="xref" href="https://slack.com/intl/en-ca/help/articles/222386767-Manage-app-installation-settings-for-your-workspace" target="_blank">Manage app approval for your workspace</a>.</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ywp_vsg_s1c">
<h3 class="title topictitle3" id="ariaid-title6">Creating tickets using the Zendesk app</h3>
<div class="body">
<p class="p">You can create tickets from the Zendesk app in Slack.</p>
<ol class="ol" id="topic_ywp_vsg_s1c__ol_khh_jzg_s1c">
<li class="li">Click <strong class="ph b">Apps</strong> &gt; <strong class="ph b">Zendesk</strong> in the Slack sidebar.<p class="p"><img class="image img-screenshot" id="topic_ywp_vsg_s1c__image_gbv_f1h_s1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_zendesk_app.png" width="675"></p>
</li>
<li class="li">Click <strong class="ph b">Create a ticket</strong> on the <strong class="ph b">Home</strong> tab. </li>
<li class="li" dir="ltr">Complete the ticket fields in the Create new ticket form.</li>
<li class="li">Click <strong class="ph b">Submit</strong>.</li>
</ol>
<p class="p">A ticket is created in Zendesk Support and a notification is sent to the Zendesk app in
Slack under the Messages tab. Other channels may be notified if your administrator set up
notifications using Zendesk triggers.</p>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_xcj_hd5_1tb">
<h3 class="title topictitle3" id="ariaid-title7">Creating tickets in a Slack Connect channel</h3>
<div class="body">
<p class="p"><a class="xref" href="https://slack.com/connect" target="_blank">Slack
Connect</a> lets you work with people outside your company. Internal and external
users within a Slack Connect channel can create tickets using the @zendesk mention. The
<strong class="ph b">Assignee</strong> field is not available for external users in the Create new ticket form. </p>
<p class="p">The @zendesk mention can be used in channels where the Slack for Zendesk Support
integration has been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_tjj_vjx_dvb" target="_blank">invited to the channel</a>. </p>
<p class="p"><strong class="ph b">To create a ticket in a Slack Connect channel</strong></p>
<ol class="ol" id="topic_xcj_hd5_1tb__ol_ss3_pd5_1tb">
<li class="li" dir="ltr">In a Slack Connect channel, enter the <strong class="ph b">@zendesk</strong> mention in a
message.<p class="p"><img class="image img-screenshot" id="topic_xcj_hd5_1tb__image_ts3_pd5_1tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_tag_integration_.png" width="600"></p>
<p class="p">For internal
users, the integration will respond with a message and a button to create a new
ticket. For external users, the integration will include the workspace icon.</p>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create a ticket</strong>. </li>
<li class="li" dir="ltr">Complete the fields in the Create new ticket form.<p class="p">External users will not
see the <strong class="ph b">Assignee</strong> field.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>. <p class="p">The ticket is created in Support and added as a reply to the
Slack thread.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_pp2_vl2_v2b">
<h2 class="title topictitle2" id="ariaid-title8">Viewing tickets created in Slack</h2>
<div class="body">
<p class="p" dir="ltr">To filter tickets created by the Slack integration, you can leverage the
<strong class="ph b">created_from_slack</strong> tag, which is automatically added to tickets created using the
<a class="xref" href="#topic_sk3_cc5_1tb">global shortcut</a> or <a class="xref" href="#topic_rlf_fd5_1tb">Slack action</a>. </p>
<p class="p" dir="ltr">To do that, create a new view in Zendesk Support that filters tickets based on
tags. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408888828570#topic_vcr_xfp_ec" target="_blank">Adding views</a>.</p>
<p class="p"><img class="image img-screenshot" id="topic_pp2_vl2_v2b__image_i21_2m2_v2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_support_tickets_view.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_c1d_xjd_xdb">
<h2 class="title topictitle2" id="ariaid-title9">Adding internal notes to existing tickets in Slack</h2>
<div class="body">
<p class="p">You can add an internal note (also called a private comment) to an existing ticket in Slack
from the ticket's notification thread. Only other Zendesk agents can view a ticket's
internal notes.</p>
<p class="p">You can add an internal note directly from the original ticket notification or by replying
to the notification in Slack and converting the reply to a comment.</p>
<p class="p"><strong class="ph b">To add an internal note to a ticket</strong></p>
<div class="p">
<ol class="ol" id="topic_c1d_xjd_xdb__ol_w2s_wnd_xdb">
<li class="li">In Slack, hover over the ticket notification or reply message to display the
options.</li>
<li class="li">Click the <strong class="ph b">More actions</strong> icon (<img class="image" id="topic_c1d_xjd_xdb__image_dqm_btd_xdb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) to display the message actions.</li>
<li class="li">Click <strong class="ph b">Add as internal note</strong>.</li>
<li class="li">Add your comment in the <strong class="ph b">Internal note</strong> field.<p class="p"><img class="image img-screenshot" id="topic_c1d_xjd_xdb__image_ug1_m4d_xdb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_internal_note_2.png" width="400"></p>
</li>
<li class="li">Complete the fields for the internal note. Depending on how you created the note, some
fields may be pre-populated from the message or the ticket.</li>
<li class="li">Click <strong class="ph b">Submit</strong>. <p class="p">An internal note is added to the Zendesk Support ticket, and a
new notification is added to the original notification thread.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_tdz_qkr_1jc">
<h2 class="title topictitle2" id="ariaid-title10">Viewing and responding to approval requests in Slack</h2>
<div class="body">
<p class="p">From Slack, users can view and respond to approval requests assigned to them or a group
they are assigned to. From Slack, only two responses to an approval request are supported:
<em class="ph i">approve</em> and <em class="ph i">deny</em>.</p>
<p class="p">If you need more information before making a decision about the approval request, you must
use the Agent Workspace or help center to add a comment to the request. Messages sent in
Slack aren't captured in the approval request.</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_i4k_jmr_1jc">
<h3 class="title topictitle3" id="ariaid-title11">Responding to approval requests assigned to an individual</h3>
<div class="body">
<p class="p">When an approval request is assigned to you individually, you will receive notifications
of the new approval request in Slack the same way you would for any other direct messages
or app events.</p>
<div class="p">
<strong class="ph b">To view and respond to approval requests assigned to you</strong><ol class="ol" id="topic_i4k_jmr_1jc__ol_xyx_clr_1jc">
<li class="li">In Slack, under <strong class="ph b">Apps</strong>, click <strong class="ph b">Zendesk</strong>.</li>
<li class="li">Click the <strong class="ph b">Approval requests</strong> tab.</li>
<li class="li">Review the approval request's details and click <strong class="ph b">Approve</strong> or
<strong class="ph b">Deny</strong>.<div class="note note">
<span class="notetitle">Note:</span> If an approval request assigned to you is withdrawn or approval
requests in Slack are turned off, these options aren't available.</div>
</li>
<li class="li">In the confirmation dialog, enter a reason for your response and then click
<strong class="ph b">Approve</strong> or <strong class="ph b">Deny</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_ks4_nmr_1jc">
<h3 class="title topictitle3" id="ariaid-title12">Responding to approval requests assigned to a group</h3>
<div class="body">
<p class="p">When an approval request is assigned to a group, a temporary channel is created in Slack
with all of the members of the group. These channels can be identified by their name:
<code class="ph codeph">temp-zendesk-appr-req-{last_5_characters_of_approval_id}-{approval_request_subject}</code>,
where the <em class="ph i">{last_5_characters_of_approval_id}</em> is replaced with the approval
request's ID and <em class="ph i">{approval_request_subject}</em> is replaced with the associated
ticket's ID.</p>
<p class="p">Individual @mentions are used to ensure all members of the temporary channel are notified
of the new approval request. </p>
<p class="p">Anyone in the group can respond to the approval request.</p>
<div class="p">
<strong class="ph b">To view and respond to approval requests assigned to a group you're in</strong><ol class="ol" id="topic_ks4_nmr_1jc__ol_r1k_lnr_1jc">
<li class="li">In Slack, open the temporary channel.</li>
<li class="li">Review the approval request's details and click <strong class="ph b">Approve</strong> or
<strong class="ph b">Deny</strong>.<div class="note note">
<span class="notetitle">Note:</span> If the approval request assigned to the group is withdrawn or
approval requests in Slack are turned off, these options aren't
available.</div>
</li>
<li class="li">In the confirmation dialog, optionally enter a reason for your response and then
click <strong class="ph b">Approve</strong> or <strong class="ph b">Deny</strong>.<p class="p">After a member of the group responds to the
approval request, the channel is immediately archived.</p>
</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_umb_w5w_zdb">
<h2 class="title topictitle2" id="ariaid-title13">FAQ</h2>
<div class="body">
<p class="p">This FAQ covers the following questions about using the Slack for Zendesk Support
integration.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_yls_54c_12b">
<h3 class="title topictitle3" id="ariaid-title14">Why is the Requester field on tickets created via the integration set to the person who installed the integration?</h3>
<div class="body">
<p class="p">If the Requester field is left blank on a Zendesk ticket created in Slack, or if there
were issues with setting the value in that field, the Requester is set to the user who
authenticated to Zendesk during the installation process. </p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_ams_54c_12b">
<h3 class="title topictitle3" id="ariaid-title15">Can attachments be included in the ticket notification in Slack?</h3>
<div class="body">
<p class="p">Comment attachments aren't currently included in the notification in Slack, but light
agents can click on the ticket link to see them in Zendesk. Inline images and image links
included in the comment are posted to Slack.</p>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested2" id="topic_bms_54c_12b">
<h3 class="title topictitle3" id="ariaid-title16">Can I close tickets from Slack?</h3>
<div class="body">
<p class="p">You cannot currently close tickets using Slack.</p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested2" id="topic_rqd_54c_12b">
<h3 class="title topictitle3" id="ariaid-title17">Can I edit ticket fields in Slack?</h3>
<div class="body">
<p class="p">You cannot currently edit ticket fields in Slack, but they can be edited from your
Zendesk Support account. </p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested2" id="topic_sqd_54c_12b">
<h3 class="title topictitle3" id="ariaid-title18">If I create a new ticket from Slack, can other users on the channel see it?</h3>
<div class="body">
<p class="p">Anyone in the channel can see tickets created in the channel.</p>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested2" id="topic_tqd_54c_12b">
<h3 class="title topictitle3" id="ariaid-title19">Can I create a ticket in a direct conversation with the Zendesk app, and will other users see it?</h3>
<div class="body">
<p class="p">Yes, you can. The notification is posted back to you. Other channels on your Slack
account may be configured to receive ticket notifications and could also see your ticket
notification.</p>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested2" id="topic_jct_ltk_mqb">
<h3 class="title topictitle3" id="ariaid-title20">Can I assign a ticket to a Zendesk user instead of a group?</h3>
<div class="body">
<p class="p">No, the integration only allows tickets to be assigned to a group.</p>
</div>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested2" id="topic_ptd_nml_zsb">
<h3 class="title topictitle3" id="ariaid-title21">Can external users create Support tickets in Slack Connect?</h3>
<div class="body">
<p class="p">Users from external workspaces in Slack Connect channels cannot access the global
shortcut command. They can create tickets in channels where the Zendesk Slack app has been
added by tagging the app. </p>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408843621530-Using-the-Slack-for-Zendesk-Support-integration",
"url": "https://support.zendesk.com/hc/en-us/articles/4408843621530-Using-the-Slack-for-Zendesk-Support-integration",
"headline": "Using the Slack for Zendesk Support integration",
"description": "You can create, view, and comment on support tickets directly within Slack channels using the integration, including managing notifications, internal notes, and approval requests linked to those tickets.",
"articleSection": "Slack integration",
"datePublished": "2021-10-16T04:07:06+00:00",
"dateModified": "2026-05-06T18:08:06.969051+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408843621530-Using-the-Slack-for-Zendesk-Support-integration"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>