Using Slack actions in action flows

<body>
<p id="docs-hc-snippet" style="display: none;">By connecting theaction builderto external systems, such as Slack, admins can integrate Zendesk with external systems in automated workflows, improving collaboration and maintaining a seamless experience across multiple platforms.</p>
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<p class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as Slack, admins
can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.</p>
<div class="p">
<div class="note" id="topic_azl_53r_1hc__note_dzw_svj_2jc">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows
are referred to collectively as <em class="ph i">external actions</em>.</div>
</div>
<p class="p">The <a class="xref" href="https://slack.com/help/articles/360035692513" target="_blank">Slack Workflow Builder</a> isn't related to Zendesk action
flows.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_azl_53r_1hc__ul_omj_bj4_zgc">
<li class="li"><a class="xref" href="#topic_urq_djr_1hc">Connecting Slack to action builder</a></li>
<li class="li"><a class="xref" href="#topic_j22_2jr_1hc">Using Slack actions in action flows</a></li>
<li class="li"><a class="xref" href="#topic_evq_pzd_fhc">Recipe: Notifying agents of newly assigned tickets in Slack</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_urq_djr_1hc">
<h2 class="title topictitle2" id="ariaid-title2">Connecting Slack to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_urq_djr_1hc__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect action builder to Slack</strong><ol class="ol" id="topic_urq_djr_1hc__ol_psh_lk4_zgc">
<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" 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">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">Slack</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Use Slack to authenticate the account. <p class="p">To complete authentication, you
must invite the Zendesk connector app: <code class="ph codeph">/invite @Zendesk
Connector</code>.</p>
<div class="note">
<span class="notetitle">Note:</span> All external actions performed by an
action flow are attributed to the user who connected the external
system. Therefore, it is a best practice to use a dedicated service
account rather than personal credentials when connecting to each
external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
Slack.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_j22_2jr_1hc">
<h2 class="title topictitle2" id="ariaid-title3">Using Slack actions in action flows</h2>
<div class="body">
<div class="p">Slack action steps can be used in action flows to streamline communication and make
sure users know about other things being performed by action flows. For example, you
can send messages to channels and individual users alerting them of new tickets or
Jira issue assignments, post AI-generated summaries of tickets into a Slack thread,
escalate direct messages to public channels for broader visibility, add reactions to
automatically acknowledge messages, or extract message details for analysis and
reply with AI-generated content.<div class="note">
<span class="notetitle">Note:</span> For all Slack actions, mentions of users,
groups, and special mentions require the following formatting. For example,
<code class="ph codeph">@here</code> must be formatted as <code class="ph codeph">&lt;!here&gt;</code> in
the message input. See <a class="xref" href="https://docs.slack.dev/messaging/formatting-message-text/#advanced" target="_blank">Slack's Advanced formatting with special
parsing</a>.</div>
</div>
<div class="p">The following Slack actions are available:<ul class="ul" id="topic_j22_2jr_1hc__ul_fc3_ckr_1hc">
<li class="li"><a class="xref" href="#topic_itj_3kr_1hc">Post message to
channel</a></li>
<li class="li"><a class="xref" href="#topic_d2y_3kr_1hc">Send direct
message</a></li>
<li class="li"><a class="xref" href="#topic_ysv_jkr_1hc">Reply to message
thread</a></li>
<li class="li"><a class="xref" href="#topic_aq5_kkr_1hc">Fetch thread
messages</a></li>
<li class="li"><a class="xref" href="#topic_xyd_mkr_1hc">Add reaction</a></li>
<li class="li"><a class="xref" href="#topic_lz5_mkr_1hc">Fetch message</a></li>
<li class="li"><a class="xref" href="#topic_w3r_nkr_1hc">Find user</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_itj_3kr_1hc">
<h3 class="title topictitle3" id="ariaid-title4">Posting a message to a channel</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Post message to channel</em> action to send a message to a public or
private channel.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_itj_3kr_1hc__table_o2p_nqz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e250" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e252" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e250" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e252" style="text-align:left;vertical-align:top;">
<code class="ph codeph">channel</code>,
<code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e250" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e252" style="text-align:left;vertical-align:top;">
<code class="ph codeph">channel</code>, <code class="ph codeph">ts</code>,
<code class="ph codeph">ok</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_d2y_3kr_1hc">
<h3 class="title topictitle3" id="ariaid-title5">Sending a direct message</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Send direct message</em> action to send a direct message to a specific
user.</p>
<div class="note">
<span class="notetitle">Note:</span> Although Slack supports DMs with up to 9 other individuals, this step only
supports sending a direct message to a single individual.</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_d2y_3kr_1hc__table_c4w_qqz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e326" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e328" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e326" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e328" style="text-align:left;vertical-align:top;">
<code class="ph codeph">email</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e326" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e328" style="text-align:left;vertical-align:top;">Full message data</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ysv_jkr_1hc">
<h3 class="title topictitle3" id="ariaid-title6">Replying to a message in a thread</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Reply to message thread</em> action to post a reply to a message in a
thread. This step can create a thread or reply within an existing thread.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ysv_jkr_1hc__table_wpx_jrz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e393" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e395" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e393" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e395" style="text-align:left;vertical-align:top;">
<code class="ph codeph">email</code>, <code class="ph codeph">message</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e393" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e395" style="text-align:left;vertical-align:top;">None</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_aq5_kkr_1hc">
<h3 class="title topictitle3" id="ariaid-title7">Fetching all messages in a thread</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Fetch thread messages</em> action to retrieve all messages in a
thread.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_aq5_kkr_1hc__table_zrf_lrz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e461" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e463" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e461" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e463" style="text-align:left;vertical-align:top;">
<code class="ph codeph">channel</code>, <code class="ph codeph">thread_ts</code>,
<code class="ph codeph">reply_ts</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e461" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e463" style="text-align:left;vertical-align:top;"><code class="ph codeph">messages</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_xyd_mkr_1hc">
<h3 class="title topictitle3" id="ariaid-title8">Adding a reaction to a message</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Add reaction</em> action to add an emoji reaction to a message.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xyd_mkr_1hc__table_nbv_nrz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e532" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e534" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e532" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e534" style="text-align:left;vertical-align:top;">
<code class="ph codeph">channel</code>, <code class="ph codeph">name</code>,
<code class="ph codeph">timestamp</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e532" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e534" style="text-align:left;vertical-align:top;"><code class="ph codeph">success</code></td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_lz5_mkr_1hc">
<h3 class="title topictitle3" id="ariaid-title9">Fetching a message</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Fetch message</em> action to retrieve the content and metadata of a
message.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lz5_mkr_1hc__table_fvb_qrz_hgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e603" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e605" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e603" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e605" style="text-align:left;vertical-align:top;">
<code class="ph codeph">channel</code>,
<code class="ph codeph">timestamp</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e603" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e605" style="text-align:left;vertical-align:top;">
<code class="ph codeph">text</code>, <code class="ph codeph">user</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_w3r_nkr_1hc">
<h3 class="title topictitle3" id="ariaid-title10">Finding a user</h3>
<div class="body">
<p class="p">use the <em class="ph i">Find user</em> action to retrieve a Slack user so they can be
referenced later in the action flow.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_w3r_nkr_1hc__table_nqg_cyj_jgc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e674" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e676" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e674" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e676" style="text-align:left;vertical-align:top;"><code class="ph codeph">user_id</code></td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e674" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e676" style="text-align:left;vertical-align:top;">
<code class="ph codeph">display_name</code>, <code class="ph codeph">email</code>,
<code class="ph codeph">real_name</code>,
<code class="ph codeph">user_id</code>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_evq_pzd_fhc">
<h2 class="title topictitle2" id="ariaid-title11">Recipe: Notifying agents of newly assigned tickets in Slack</h2>
<div class="body">
<p class="p">The following example action flow automatically sends notifications to agents in
Slack when a Zendesk ticket is assigned to them. This sort of notification can
reduce response time and prevent tickets from slipping through the cracks. </p>
<div class="p">Such an action flow might consist of the following steps:<ol class="ol" id="topic_evq_pzd_fhc__ol_hhj_pwf_dhc">
<li class="li">Add an action flow trigger with the following details:<ol class="ol" id="topic_evq_pzd_fhc__ol_l2n_nwq_chc" type="a">
<li class="li">Click <strong class="ph b">Add trigger</strong>.</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk</strong>, click
<strong class="ph b">Tickets</strong>.</li>
<li class="li">Click <strong class="ph b">Routing</strong> and select <strong class="ph b">Ticket assignment
changed</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up ticket details:<ol class="ol" id="topic_evq_pzd_fhc__ol_u1q_wcx_chc" type="a">
<li class="li">In the action builder, beneath the action flow trigger, click the
<strong class="ph b">Add step</strong> icon (<img class="image" id="topic_evq_pzd_fhc__image_ls5_1xr_1hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
ticket</strong>.</li>
<li class="li">Under <strong class="ph b">Ticket ID</strong>, click into the field and then click
<strong class="ph b">Select a variable instead</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">1 Ticket agent assignment
changed</strong> as the step that output the variable you want to
use, and then select <strong class="ph b">Ticket ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up user details about the ticket assignee:<ol class="ol" id="topic_evq_pzd_fhc__ol_zjp_qdx_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_evq_pzd_fhc__image_ox3_rdx_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
user</strong>.</li>
<li class="li">Under <strong class="ph b">User ID type</strong>, select <strong class="ph b">Zendesk user ID</strong>.</li>
<li class="li">For <strong class="ph b">User ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">2 Look up ticket</strong> as the step
that outputs the variable you want to use, and then select
<strong class="ph b">Assignee ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to look up user details about the ticket requester:<ol class="ol" id="topic_evq_pzd_fhc__ol_rkn_m5d_fhc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_evq_pzd_fhc__image_skn_m5d_fhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
user</strong>.</li>
<li class="li">Under <strong class="ph b">User ID type</strong>, select <strong class="ph b">Zendesk user ID</strong>.</li>
<li class="li">For <strong class="ph b">User ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">2 Look up ticket</strong> as the step
that outputs the variable you want to use, and then select
<strong class="ph b">Requester ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step to lookup details about the ticket requester's organization:<ol class="ol" id="topic_evq_pzd_fhc__ol_wxc_k2x_chc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_evq_pzd_fhc__image_xxc_k2x_chc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">Zendesk actions</strong>, click <strong class="ph b">Look up
organization</strong>.</li>
<li class="li">Under <strong class="ph b">Organization ID type</strong>, select <strong class="ph b">Zendesk organization
ID</strong>.</li>
<li class="li">For <strong class="ph b">Organization ID</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">4 Look up user</strong> as the step
that outputs the variable you want to use, and then select
<strong class="ph b">Organization ID</strong>.</li>
</ol>
</li>
<li class="li">Add a step that sends a direct message in Slack to the ticket assignee that
contains the information you collected for the ticket, assignee, and
organization:<ol class="ol" id="topic_evq_pzd_fhc__ol_wfl_lxf_dhc" type="a">
<li class="li">In the action builder, click the <strong class="ph b">Add step</strong> icon (<img class="image" id="topic_evq_pzd_fhc__image_ixj_mxf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_action_flows_add.png" width="16">).</li>
<li class="li">In the step sidebar, under <strong class="ph b">External actions</strong>, click
<strong class="ph b">Slack</strong> and then select <strong class="ph b">Post direct message</strong>.</li>
<li class="li">Under <strong class="ph b">Email</strong>, click <strong class="ph b">Add variable</strong>.</li>
<li class="li">Within the variable menu, select <strong class="ph b">3 Look up user</strong> as the step
that outputs the variable, and then select <strong class="ph b">Email</strong>.</li>
<li class="li">Under <strong class="ph b">Message</strong>, enter the message you want to send to the
newly assigned agent. Include relevant ticket, requester, and
organization information as variables from the Look up ticket and
Look up user steps, respectively, to streamline their ability to
solve the ticket. In the following example, all variables are
italicized:<pre class="pre codeblock"><code>Hi <em class="ph i">Assignee &gt; Name</em>,

Ticket <em class="ph i">Ticket ID</em> has been assigned to you. Please respond as soon as possible.

User contact information:
- Email: <em class="ph i">Requester &gt; Email</em>
- Locale and timezone: <em class="ph i">Requester &gt; Locale</em> - <em class="ph i">Requester &gt; IANA timezone</em>
- Notes: <em class="ph i">Requester &gt; Notes</em>

Here's more context on the ticket:
- Ticket subject: <em class="ph i">Ticket Subject</em>
- Ticket description: <em class="ph i">Ticket Description</em>
- Last ticket update: <em class="ph i">Ticket's Latest agent update</em></code></pre>
</li>
</ol>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Click <strong class="ph b">Test</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570#topic_uyj_qsw_3fc" target="_blank">test the action flow</a>.</li>
<li class="li">Click the options menu (<img class="image" id="topic_evq_pzd_fhc__image_uls_2xf_dhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Activate</strong> to begin using the
action flow to automatically notify agents in Slack that a Zendesk ticket
has been assigned to them.</li>
</ol>
</div>
</div>
</div>
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