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 and authorise it against your Slack workspace.
- Add the app to the channels it will post in. From Slack, type
/invite @Zendeskin the channel. From Admin Center, go to Apps and integrations > Integrations > Integrations, open Slack with View, click Configure for your workspace, and on the Channels tab select the channels and click Add app to channels. Public channels only from here; a private channel has to be done with the invite. - Build the notifications as triggers: Objects and rules > Business rules > Triggers, then Add action and Notify Zendesk integration > Slack integration.
- Start with almost nothing enabled.
Two practical notes. A newly added channel can take up to fifteen minutes to appear in the app, so a trigger that cannot find its channel may just be early. And <!here> in the message header alerts everybody in the channel, which is worth using for the one notification that genuinely warrants it and nowhere else.
Because notifications are triggers, everything you already know about trigger conditions applies: this is not a list of checkboxes in the integration but the same rules engine, with the same ordering and the same testing.
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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