Understanding and installing the Slack for Zendesk Support integration




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Verified AI summary ◀▼
The Slack integration lets you manage support tickets directly in Slack channels. You can receive ticket notifications, create new tickets, and use side conversations. It supports multiple Slack workspaces and accounts, and includes the Answer Bot for article suggestions. Easily install or remove connections as needed, but note that shared Slack workspaces aren't supported.




Slack for Zendesk Support is a Built-by-Zendesk 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.
This article covers the following topics:


About the Slack for Zendesk Support integration
Considerations when connecting multiple accounts
Installing the integration to add a connection between Slack and Zendesk
Removing a connection between Zendesk and Slack


Related articles:


Creating and managing triggers for Slack
Using the Slack for Zendesk Support integration
Using the Answer Bot for Slack integration




About the Slack for Zendesk Support integration


Note: The Slack for Zendesk Support integration is not part of the Slack Direct Messages channel, which allows end
users to create tickets by sending a direct message to a handle within Slack.
The Slack for Zendesk Support integration 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. See Creating tickets in Slack.

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

Answer Bot for Slack: The Answer Bot for Slack integration is included in the Slack for
Zendesk Support integration and utilizes Answer Bot to listen on selected Slack channels.
It resolves questions by providing article suggestions from your Guide knowledge
base.

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




Considerations when connecting multiple accounts

It's common for organizations to have internal teams with their own Zendesk accounts but
share a single Slack workspace. Similarly, a company can have just one Zendesk account and
collaborate in several Slack workspaces.
The good news is that the integration is flexible and allows you to use one or more Slack
workspaces to respond to customer inquiries sourced from multiple Zendesk accounts.
Things to consider when adding multiple connections:
When installing the integration,
you add one Slack-to-Zendesk connection at a time.
When adding new connections between Zendesk and Slack, create triggers for the Slack ticket notifications you want to
send.
If you're using Answer Bot for Slack and a question is posted in a channel, users will
receive article suggestions from all your help centers. Article suggestions aren't
combined into a single response from Answer Bot—users will see multiple Answer Bots
responding.
If you plan to use Slack in side conversations, you must turn on side conversations for each Slack
workspace.
The integration supports multi-workspace channels, which are shared among
multiple workspaces in an Enterprise Grid organization. However, it does not support
organization-shared channels, which are configured to be shared among all
workspaces in an Enterprise Grid organization (applies to Slack Enterprise Grid plans
only).





Installing the integration to add a connection between Slack and Zendesk

To install the integration, you must have administrative privileges in Zendesk Support 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, but the
app needs to be added to each channel that requires notifications
and Answer Bot.
To connect Slack and Zendesk

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 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.
Click Set up in Zendesk Admin Center to configure this connection, or repeat this procedure to add more
connections.


Note: If your Slack Approve apps permission setting is off, you can potentially break
the integration when another instance is installed. We recommend turning on the Approve
apps setting in Slack or advising your Slack users not to reinstall the
integration.



Removing a connection between Zendesk and Slack

If you no longer want to use the Zendesk app in a Slack workspace, disconnect the
integration for that workspace. You can disconnect from Admin Center or Slack; the result is
the same. It's important to note that you won’t receive ticket notifications in your
channels for that workspace or be able to create tickets from Slack.
Your configuration settings will not be lost even if you reinstall the app. However, you
will have to re-add the app to Slack channels.
To disconnect using Admin Center

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 under the name of the Slack workspace to disconnect.
Click Actions, then click Disconnect from the drop-down menu.

Click Disconnect in the confirmation message.

To disconnect using Slack

Sign in to your Slack workspace.
Under Apps, click Zendesk.
Under Connected Zendesk accounts, click Disconnect for the account you'd
like to disconnect.




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