Understanding and installing the Slack for Zendesk Support integration

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<p id="docs-hc-snippet" style="display: none;">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 and approval requests in your Slack channels.</p>
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<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
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<strong>Customer Service Suite</strong>
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<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<strong>Support</strong>
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<td>Team, Professional, or Enterprise</td>
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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 connect multiple Zendesk accounts to Slack workspaces to receive ticket notifications, create tickets, manage approval requests, and use side conversations and Answer Bot within Slack channels. The integration supports multi-workspace channels but requires separate installations for each connection. Admins can configure triggers for notifications and manage connections, while agents can interact with tickets and approval requests directly from Slack.</p>
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<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> This article is for Customer Service Suite accounts. If you want to
install the Slack integration for an Employee Service Suite account, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11064665432218" target="_blank">Installing the Slack for Zendesk Support integration for employee
service</a>.</div>
</div>
<p class="p">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 and approval requests in your Slack channels.</p>
<p class="p" dir="ltr">This article covers the following topics:</p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="#topic_fkh_s2d_pvb">About the Slack for Zendesk Support integration</a></li>
<li class="li"><a class="xref" href="#topic_rhb_dxc_r1c">Considerations when connecting multiple accounts</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_vrx_4x4_ldb">Installing the integration to add a connection between Slack and Zendesk</a></li>
<li class="li"><a class="xref" href="#topic_ryg_qmx_dvb">Removing a connection between Zendesk and Slack</a></li>
</ul>
</div>
<p class="p" dir="ltr">Related articles:</p>
<div class="p" dir="ltr">
<ul class="ul" id="topic_kwz_h54_ldb__ul_dwx_lxb_xdb">
<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/4408843621530" target="_blank">Using the Slack for Zendesk Support integration</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_fkh_s2d_pvb">
<h2 class="title topictitle2" id="ariaid-title2">About the Slack for Zendesk Support integration</h2>
<div class="body">
<div class="note note" id="topic_fkh_s2d_pvb__note_gcz_wph_2xb">
<span class="notetitle">Note:</span> The Slack for Zendesk Support integration is not part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4629038081306#topic_wd1_zjm_25b" target="_blank">Slack Direct Messages channel</a>, which allows end
users to create tickets by sending a direct message to a handle within Slack.</div>
<p class="p">The Slack for Zendesk Support integration includes the following features:</p>
<ul class="ul" id="topic_fkh_s2d_pvb__ul_jdw_v2d_pvb">
<li class="li" dir="ltr">
<strong class="ph b">Ticket event notifications in Slack</strong>: Slack users can see information
about Zendesk Support ticket events in specified Slack channels. Using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594" target="_blank">triggers</a>, Zendesk administrators can configure which conditions
will send notifications, the Slack channels to send them to, and the information included
in the notification message.</li>
<li class="li">
<strong class="ph b">Create new tickets directly from Slack</strong>: 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843621530#topic_xgp_1z4_ldb" target="_blank">Creating tickets in Slack</a>.</li>
<li class="li">
<strong class="ph b">Side conversations</strong>: Agents can use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844202778" target="_blank">side conversations</a> in a ticket to initiate and participate in
Slack threads. </li>
<li class="li">
<strong class="ph b">Answer Bot for Slack</strong>: The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827411098" target="_blank">Answer Bot for Slack integration</a> 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.</li>
<li class="li">
<strong class="ph b">Multiple connections</strong>: You can <a class="xref" href="#topic_rhb_dxc_r1c">connect</a> multiple Zendesk accounts to one or more Slack workspaces.</li>
<li class="li">
<strong class="ph b">Approval requests</strong>: You can view and respond to approval requests in the connected
Slack workspace.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rhb_dxc_r1c">
<h2 class="title topictitle2" id="ariaid-title3">Considerations when connecting multiple accounts</h2>
<div class="body">
<p class="p">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.</p>
<p class="p">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.</p>
<div class="p">Things to consider when adding multiple connections: <ul class="ul" id="topic_rhb_dxc_r1c__ul_ih1_d1d_r1c">
<li class="li">When <a class="xref" href="#topic_vrx_4x4_ldb">installing the integration</a>,
you add one Slack-to-Zendesk connection at a time. </li>
<li class="li">When adding new connections between Zendesk and Slack, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4963959597594" target="_blank">create triggers</a> for the Slack ticket notifications you want to
send.</li>
<li class="li">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.</li>
<li class="li">If you plan to use Slack in side conversations, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_fhm_sgl_r1c" target="_blank">turn on side conversations</a> for each Slack
workspace.</li>
<li class="li">The integration supports <a class="xref" href="https://slack.com/help/articles/115001399587" target="_blank">multi-workspace channels</a>, 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 <em class="ph i">all</em>
workspaces in an Enterprise Grid organization (applies to Slack Enterprise Grid plans
only).</li>
<li class="li">The integration supports approval requests for only one Slack workspace.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_vrx_4x4_ldb">
<h2 class="title topictitle2" id="ariaid-title4">Installing the integration to add a connection between Slack and Zendesk</h2>
<div class="body">
<p class="p">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).</p>
<p class="p">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.</p>
<p class="p">After the integration is installed, tickets can be created from any Slack channel, but the
app needs to be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_tjj_vjx_dvb" target="_blank">added to each channel</a> that requires notifications
and Answer Bot.</p>
<p class="p" dir="ltr"><strong class="ph b">To connect Slack and Zendesk</strong></p>
<ol class="ol" id="topic_vrx_4x4_ldb__ol_ufb_gx4_ldb">
<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_vrx_4x4_ldb__d7e2195" 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 (<img class="image" id="topic_vrx_4x4_ldb__image_ynn_xr3_j1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click <strong class="ph b">Connect workspace</strong>.</li>
<li class="li">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 <strong class="ph b">Allow</strong>.</li>
<li class="li">Click <strong class="ph b">Set up in Zendesk Admin Center</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866" target="_blank">configure this connection</a>, or repeat this procedure to add more
connections. </li>
</ol>
<div class="note note">
<span class="notetitle">Note:</span> If your Slack <strong class="ph b">Approve apps</strong> permission setting is off, you can potentially break
the integration when another instance is installed. We recommend turning on the <strong class="ph b">Approve
apps</strong> setting in Slack or advising your Slack users not to reinstall the
integration.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ryg_qmx_dvb">
<h2 class="title topictitle2" id="ariaid-title5">Removing a connection between Zendesk and Slack</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">Your configuration settings will not be lost even if you reinstall the app. However, you
will have to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6894206691866#topic_tjj_vjx_dvb" target="_blank">re-add the app</a> to Slack channels.</p>
<p class="p"><strong class="ph b">To disconnect using Admin Center</strong></p>
<ol class="ol" id="topic_ryg_qmx_dvb__ol_fkq_tmx_dvb">
<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_ryg_qmx_dvb__d7e2195" 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 (<img class="image" id="topic_ryg_qmx_dvb__image_al3_xsg_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_menu_icon_verticle_sm.png">) next to Slack, then click <strong class="ph b">View</strong>.</li>
<li class="li">Click <strong class="ph b">Configure</strong> under the name of the Slack workspace to disconnect.</li>
<li class="li">Click <strong class="ph b">Actions</strong>, then click <strong class="ph b">Disconnect</strong> from the drop-down menu.<p class="p"><img class="image img-screenshot" id="topic_ryg_qmx_dvb__image_st3_cnx_dvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/slack_disconnect.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Disconnect</strong> in the confirmation message.</li>
</ol>
<p class="p"><strong class="ph b">To disconnect Slack</strong></p>
<ol class="ol" id="topic_ryg_qmx_dvb__ol_dhc_2c2_r1c">
<li class="li">Sign in to your Slack workspace.</li>
<li class="li">Under <strong class="ph b">Apps</strong>, click <strong class="ph b">Zendesk</strong>. </li>
<li class="li">Under <strong class="ph b">Connected Zendesk accounts</strong>, click <strong class="ph b">Disconnect</strong> for the account you'd
like to disconnect.</li>
</ol>
</div>
</div>
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