Adding the Slack Direct Messages channel

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<p id="docs-hc-snippet" style="display: none;">This article describes how to add the Slack Direct Messages channel.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Channels &gt; Messaging and social &gt;
Messaging</span>
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<p class="p" dir="ltr">This article describes how to add the Slack Direct Messages channel. </p>
<p class="p" dir="ltr">With the Slack DM channel, end users can create tickets by sending a direct
message to a handle within Slack. These tickets are then managed in Zendesk, as with
other messaging tickets, using triggers, automations, and macros. This feature supports
both internal help desk use cases and business to business conversations. </p>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="slack-messaging-integration__ul_lkw_4gy_d5b">
<li class="li"><a class="xref" href="#topic_wd1_zjm_25b">About the Slack Direct Messages channel</a></li>
<li class="li"><a class="xref" href="#topic_rtk_w2w_v5b">Creating a dedicated Slack handle</a></li>
<li class="li"><a class="xref" href="#topic_mjq_zjm_25b">Adding the Slack Direct Messages channel</a></li>
<li class="li"><a class="xref" href="#topic_k12_rmf_g5b">Using the integration</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wd1_zjm_25b">
<h2 class="title topictitle2" id="ariaid-title2">About the Slack Direct Messages channel</h2>
<div class="body">
<div class="p" dir="ltr">The Slack Direct Messages channel facilitates collaboration between an end
user and a Zendesk agent through a dedicated handle added to your Slack workspace.
End users can send direct messages for assistance, which are converted into
messaging tickets.<div class="note note">
<span class="notetitle">Note:</span> The Slack Direct Messages channel is not a replacement for
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833756698" target="_blank">Slack for Zendesk Support integration</a>,
which provides internal teams a way to collaborate and create tickets within
Slack.</div>
</div>
<p class="p">You can perform the following actions when the channel is created:</p>
<ul class="ul" id="topic_wd1_zjm_25b__ul_bvx_3fw_v5b">
<li class="li" dir="ltr">Internal users can send a direct message to a handle and raise a
Support ticket within Zendesk.
</li>
<li class="li" dir="ltr">Reply to the ticket from the Zendesk Agent Workspace
</li>
<li class="li" dir="ltr">Continue a conversation with an end user after a ticket created
through Slack DMs has been closed
</li>
<li class="li" dir="ltr">Use automations, macros, and triggers on a Slack Direct ticket, as
you would with other messaging tickets
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_bqd_lkm_25b">
<h3 class="title topictitle3" id="ariaid-title3">Requirements and limitations</h3>
<div class="body">
<p class="p">The Slack account you are integrating must have <a class="xref" href="https://slack.com/help/articles/222386767-Manage-app-approval-for-your-workspace#h_01EC8H3AWBYEAAN5AKBTVKPC5K" target="_blank">Require App Approval</a> enabled.</p>
<p class="p">In addition, the following limitations apply:</p>
<ul class="ul" id="topic_bqd_lkm_25b__ul_p3n_pfw_v5b">
<li class="li" dir="ltr">Slack DM as a channel is intended to support 1:1 requests.
Currently, one to many (multi-conversation) is not supported.
</li>
<li class="li" dir="ltr">Thread conversations are not supported for this iteration,
this means replying within a thread in the direct message will not
come over to Zendesk.
</li>
<li class="li" dir="ltr">Sending a direct message to the Slack handle, while logged
in as the handle, will <em class="ph i">not</em> create a live message in Zendesk
(to prevent echoing).
</li>
<li class="li" dir="ltr">@replies to the handle within a channel will not start a
messaging conversation in Zendesk.
</li>
<li class="li" dir="ltr">By default, five file types are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828723738-Sending-files-in-a-chat" target="_blank">supported as attachments</a> (.pdf,
.png, .jpeg, .gif, and .txt) when file sending is activated. Other file
types can be added to the allowed list. </li>
<li class="li">When a ticket is created from a Slack direct message, any image included
does not display correctly in the Zendesk ticket. When a ticket is created
from a Slack channel, the image is displayed
properly.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_rtk_w2w_v5b">
<h2 class="title topictitle2" id="ariaid-title4">Creating a dedicated Slack handle</h2>
<div class="body">
<p class="p" dir="ltr">Before creating the Slack DM channel, you’ll need to create a dedicated
Slack handle, or user, to use with the channel. The handle can be named for its
intended use – for HR Services, customer on-boarding, or anything you want to
associate with the Slack Direct Messages channel.</p>
<p class="p" dir="ltr">This handle is created in Slack. See the Slack article <a class="xref" href="https://slack.com/intl/en-au/help/articles/218080037-Getting-started-for-new-Slack-users" target="_blank">Getting started for new Slack users</a> for
instructions.</p>
<p class="p" dir="ltr">Any agent or admin signed into Slack with the global handle can see and
participate in the conversation. However, Slack does delete conversations after a
certain number is reached. A conversation deleted in Slack still remains available
to agents and admins through the Agent Workspace.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_mjq_zjm_25b">
<h2 class="title topictitle2" id="ariaid-title5">Adding the Slack Direct Messages channel</h2>
<div class="body">
<p class="p">When your Slack handle has been created, you can add Slack Direct Messages as a
messaging channel.</p>
<p class="p"><strong class="ph b">To add the Slack channel</strong></p>
<div class="p">
<ol class="ol" id="topic_mjq_zjm_25b__ol_ijn_t4m_25b">
<li class="li">Sign in to your Slack account, using the Slack handle you want to add.</li>
<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_mjq_zjm_25b__d9e868" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add channel</strong>, then select <strong class="ph b">Slack</strong>.</li>
<li class="li">Enter a <strong class="ph b">Channel name</strong> that will allow users to easily identify your
account.</li>
<li class="li">If your account has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple brands</a>, select a
<strong class="ph b">Brand</strong> to associate with the channel.</li>
<li class="li">Click <strong class="ph b">Next</strong>, then click <strong class="ph b">Link workspace in Slack</strong>
.</li>
<li class="li">On the approval page, click <strong class="ph b">Allow</strong>. If the Allow button is not active,
make sure you have enabled <a class="xref" href="https://slack.com/help/articles/222386767-Manage-app-approval-for-your-workspace#h_01EC8H3AWBYEAAN5AKBTVKPC5K" target="_blank">Require App Approval</a> on the Slack
account.<p class="p">Your Slack account is now an active channel in
Zendesk.</p>
</li>
</ol>
</div>
<p class="p">You can now finish the setup process:</p>
<div class="p">
<ul class="ul" id="topic_mjq_zjm_25b__ul_qdg_vqm_25b">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831648794#topic_dzb_jyr_zqb" target="_blank"><strong class="ph b">Set up your workflows</strong></a>.
Configure any triggers, automations, and views you want to associate with
the Slack channel. </li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6073485578010" target="_blank"><strong class="ph b">Give agents access to
messaging</strong></a>. Set agent roles for agents who will participate in
social messaging conversations, as needed.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_k12_rmf_g5b">
<h2 class="title topictitle2" id="ariaid-title6">Using the integration</h2>
<div class="body">
<p class="p" dir="ltr">Slack Direct Messages can be used in two ways:</p>
<ul class="ul" id="topic_k12_rmf_g5b__ul_emr_smf_g5b">
<li class="li" dir="ltr">As an <a class="xref" href="#topic_ocw_vmf_g5b">Internal help desk support</a>
</li>
<li class="li" dir="ltr">As <a class="xref" href="#topic_sv4_vmf_g5b">Partnership support via Slack Connect</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_ocw_vmf_g5b">
<h3 class="title topictitle3" id="ariaid-title7">Internal help desk support </h3>
<div class="body">
<p class="p" dir="ltr">You can set the Slack handle linked to the Slack Direct Messages
channels as IT support, HR services, sales, or any internal workflow that may
need its own channel for conversations.</p>
<p class="p" dir="ltr">Any direct message to the handle will come in as a messaging
conversation to Zendesk via Slack. This allows you to set up triggers to assign
messages to groups, and have an agent directly support your employees using live
messages. Groups can then use Macros and other support apps to serve your
employees and help them get the support they need.</p>
<p class="p" dir="ltr">Using the Slack Direct Messages channel as an internal help desk, you
can:</p>
<ul class="ul" id="topic_ocw_vmf_g5b__ul_lzf_zmf_g5b">
<li class="li" dir="ltr">See the full conversation history between the employee and the
Slack handle and create a complete history of that employee's records with
this group</li>
<li class="li" dir="ltr">Link the employee user profile to any existing profile for a full
and complete record of your employee</li>
<li class="li" dir="ltr">Report from Explore on groups performance and see a full history
of support provided to employees from the designated Slack handle</li>
<li class="li" dir="ltr">Manage all of your channels in the Zendesk Admin Center</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_sv4_vmf_g5b">
<h3 class="title topictitle3" id="ariaid-title8">Partnership support via Slack Connect </h3>
<div class="body">
<p class="p">Slack Direct Messages allow you to create a partnership integration via <a class="xref" href="https://slack.com/intl/en-au/connect" target="_blank">Slack Connect</a>. This lets you invite partners and contractors to
collaborate with the Slack handle via a Connect channel. Utilizing this approach
you can set up your handle to support onboarding new customers with premium
support or marketing collaborations and a lot more.</p>
<p class="p" dir="ltr"><strong class="ph b">To configure your handle to support customer onboarding</strong></p>
<ol class="ol" id="topic_sv4_vmf_g5b__ul_blk_3nf_g5b">
<li class="li" dir="ltr">Create a <a class="xref" href="https://slack.com/intl/en-au/help/articles/360035092414-Use-Slack-Connect-to-work-with-other-companies-in-channels" target="_blank">Slack Connect channel</a> with the
handle and invite the collaborator. </li>
<li class="li" dir="ltr">Now that the connection has been made between your workspace
and the collaborators, inform them that they can directly message the
handle at any time.
</li>
</ol>
<div class="p">
<ul class="ul" id="topic_sv4_vmf_g5b__ul_qmk_dfg_g5b">
<li class="li">Direct messages with the handle will come across to Zendesk, much like
the internal employee support allowing you to manage and support these
partnerships.</li>
<li class="li">Zendesk user profiles are automatically created for end users who send
direct messages.</li>
<li class="li">Explore reports allow you to gain insight into these collaborations.
</li>
</ul>
</div>
</div>
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