Plan requirement
| Subscription | Any plan |
| Access | Admin |
Zendesk in your chat tool. Useful for a few things, and the fastest way to make a channel unreadable.
Connect it
- Install the integration in Admin Center.
- Authorise it against your Slack workspace.
- Choose which notifications go where.
- Start with almost nothing enabled.
Start with almost nothing
The temptation is to notify on every new ticket. A team channel receiving three hundred messages a day is muted within a week, and then the useful ones are missed too.
What is worth notifying
- Urgent or escalated tickets, where minutes matter.
- Tickets breaching a target, to a channel somebody watches.
- A named customer, where account management wants to know.
Exceptions, not volume.
Creating tickets from chat
The genuinely useful half. A colleague raising a request in chat can turn it into a ticket without leaving the conversation, and the work becomes visible instead of disappearing into a thread.
That is worth more than any notification.
Watch what lands in a channel
Ticket notifications carry subject lines, which carry whatever customers wrote. A channel visible to the whole company is a wider audience than the ticket had.
Direct messages for anything personal
Notifications about an individual's tickets belong to that individual, not to a shared channel.
Review after a month
Ask whether anybody acts on the notifications. Those that produce no action should be switched off, because they are training people to ignore the rest.
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