Configuring the Slack for Zendesk Support integration

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.


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Summary: ◀▼
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.




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.
This article covers the following topics:


Adding the app to Slack channels
Removing the app from Slack channels
Turning on Slack side conversations
Turning on approval requests in Slack


Related articles:
Creating and managing triggers for
Slack
Using the Answer Bot for Slack
integration




Adding the app to Slack channels

You can add the app to a Slack channel using the /invite @Zendesk
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.

To add the app to a channel using a slash command
In Slack, browse to the channel where you’d like to add the Zendesk
app.
In the message bar, enter /invite @Zendesk, then press
return.



To add the app to one or more channels (public channels only)
In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
Click the options menu icon ( ) next to Slack, then click View.
Click Configure for the workspace you are configuring.
On the Channels tab, click inside the Search for Channels
field, then select the field from the drop-down list. Continue selecting
channels this way until all channels are selected.

Click Add app to channels. The channels are moved to the
Channels with the app installed section.



The Slack channels you added the app to will receive a notification that Zendesk has
joined the channel. You can now configure notifications and Answer Bot settings for the channel. It may take up to
15 minutes for a channel to appear in the Slack for Zendesk Support app.



Removing the app from Slack channels

Use the /remove @Zendesk 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.

In Slack, browse to the channel where you'd like to remove the Zendesk app.
In the message bar, enter /remove @Zendesk, and then press
return.
On the confirmation window, click Remove.




Turning on Slack side conversations

As discussed in Using side conversations for Slack, 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.
Like email conversations, Slack side conversations are recorded as ticket events, and
you can use them as trigger conditions.
To turn on Slack side conversations

In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
Click the options menu icon ( ) next to Slack, then click View.
Click Configure for the workspace you are configuring.
Click the Side conversations tab.
Click Turn on side conversations in Slack.

Click Save.




Turning on approval requests in Slack

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.
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.


Note: 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 Connect workspace 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.


To turn on approval requests in Slack
In Admin Center, click
Apps and integrations in the sidebar, then select Integrations >
Integrations.
Click the options menu icon ( ) next to Slack, then click View.
Click Configure for the workspace you are configuring.
Click the Approval requests tab.
Select Turn on approval requests in Slack.
Click Save.




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