Running a business efficiently means using the right tools to keep things moving smoothly, from handling customer questions to managing team communication. Two of the best platforms for this are Slack and Zendesk. Slack is great for keeping your team in sync, and Zendesk helps you manage customer support. When used together, they can really boost your team's efficiency and response time.

In this article, we’re going to explore the integration between Slack and Zendesk Support. Just to clarify, we won’t be covering Slack’s connections with Zendesk Chat (a live chat tool) or Zendesk Sell (a CRM tool), but we’ll dive into all the great things you can do with Slack and Zendesk Support. Let’s get started!

Does Slack Integrate with Zendesk?

Yes, the Zendesk Slack app connects the two platforms well. Just install the app into your Slack workspace and add it to the channels you want to use with Zendesk. With this built-in connection, you can make tickets, add internal comments, and get updates on new tickets or important changes to Zendesk tickets right in Slack. The Zendesk app is free with any Zendesk subscription.

You can also try more advanced ways to connect Slack and Zendesk, like ClearFeed, Zapier, or Unito. These tools come with extra features, such as two-way syncing between Slack and Zendesk, advanced forms for using Zendesk, and help for a hybrid support system where you can handle simple stuff in Slack and only file important issues in Zendesk via a triage.

How to Get Started with Slack Zendesk Integration?

Method #1: Using Zendesk Slack Connector

The simplest way to integrate Zendesk and Slack is to use the free Zendesk Slack app. You need to install the Zendesk Slack app into the Slack workspace where you want to make tickets. If you want to make tickets from any channel, you just need to invite the Zendesk app to that channel. Once all of this is set up, you can start making tickets like this:

Method 1: Using a Zendesk slash command.

Method 2: Using Slack Actions on an existing message.

Method 3: By tagging the Zendesk bot in a Slack message.

Customers won’t have access to the two methods mentioned in a Slack Connect channel because they can’t use the command functionalities and menu actions of the Zendesk app. These features are reserved for the organization that installed the app and are accessible only to its agents.

But don’t worry! There’s an easy workaround. Both agents and customers can simply tag the Zendesk bot to submit tickets. This simple approach makes it easy for everyone to file tickets without needing to use any commands or menus.

Step 1: Post a Slack message on the channel that contains @zendesk.

Step 2: Click the Create a ticket button on the message posted back by the Zendesk bot.

Step 3: Fill in the ticket details in the dialog box that will now open up, and hit the Submit button.‍

Step 4: Whenever a support ticket is created in Zendesk using the ClearFeed integration, a form is attached to that ticket. So, select the relevant form and complete the process.

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Method #2: ClearFeed

ClearFeed is one of the top three ways to connect Slack channels to Zendesk in 2025. Customer support, IT, and Engineering teams can make the most of ClearFeed for tracking, prioritizing, and resolving customer requests received over Slack. Your teams can work from your ticketing system or Slack to communicate with the customer.

Features

1. Create and Sync Zendesk Tickets from Slack

• Convert any Slack message or thread into a Zendesk ticket instantly.
• Auto-capture context like message history, sender, attachments, and links.
• Keep both Slack and Zendesk in sync — replies or status updates on one side reflect automatically on the other.

2. Two-Way Comment Sync

• Agents can reply to tickets directly in Slack; their responses appear as public or private Zendesk comments.
• Customer replies in Zendesk automatically post back to the relevant Slack thread.

3. Auto-Triage and Categorization

• ClearFeed’s AI detects support-related messages and routes them to the right triage channels.
• Tag, prioritize, or assign requests automatically based on keywords, channel, or urgency.

4. Real-Time Alerts and Status Updates

• Get notified in Slack when tickets are updated, escalated, or closed.
• Trigger alerts based on SLA breaches or high-priority tags — so nothing slips through.

5. Assign and Collaborate Inside Slack

• Assign tickets to the right agent or team directly in Slack.
• Collaborate in internal threads before replying to the customer.
• Sync internal notes to Zendesk as private comments.

6. Multi-Channel and Connect Support

• Handle Slack Connect channels (with customers) as well as internal triage channels.
• Keep communication unified without forcing external users into Zendesk.

7. AI-Powered Visibility

• Surface unresolved requests and stale threads automatically.
• AI identifies messages that need follow-up or are missing an owner.
• Generates metrics around volume, response time, and resolution speed — all within Slack.

8. Workflow Automation

• Automatically link Zendesk tickets to Jira, ClickUp, or other systems for engineering escalations.
• Close the loop by syncing resolution updates back to Slack.

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Bonus Read: Learn More About ClearFeed’s Slack-Zendesk Integration

Pricing

ClearFeed’s Integrations pricing is usage-based, starting at $49/month for 250 tickets, with higher tiers and enterprise options for larger volumes. Professional plans start at $89/month, and you can add GPT-powered answers from $20. Annual billing offers 15% off, and there’s a 14-day free trial.

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How To Integrate Slack Channels Into Zendesk Using ClearFeed?

To effectively use ClearFeed for ticket management, users must follow these steps:

With the setup complete, users can create tickets using two straightforward methods:

Method 1: Using an emoji on a message posted on Slack

A ticket will be generated, and the ticket number, title, latest status, and other fields will be displayed on the thread. All thread messages and their attachments are automatically uploaded into the ticket. Two-way syncing between the thread and the Zendesk ticket will automatically happen therefrom.

Method 2: Using Slack Actions on a Slack Message

Method 2 is available only to customer service agents and allows them to create tickets privately (and share ticket updates automatically on the thread as a configurable option). It also gives agents much control over which messages from a Slack thread are auto-populated into the ticket.

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3. Zapier

Workflow automation tool Zapier can be great for bringing Slack and Zendesk together! They can help automate processes by triggering workflows when new messages arrive in Slack, which then creates tickets in Zendesk and the other way around. However, there are a few things to keep in mind regarding their features:

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What Are the Most Important Features for a Slack-Zendesk Integration?

A great Slack and Zendesk integration should provide essential functions like creating tickets from Slack and enable important functionality like Zendesk forms and fields within Slack while providing a seamless conversational way of interacting with Zendesk - that is natural to Slack users. Here are some of the top features users should look for when integrating these two tools:

Bonus Read: How to Find the Right Slack-Zendesk Integration

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The Bottom Line

Good communication and top-notch customer service are super important for any business. By joining Zendesk and Slack, businesses can make these areas smoother, work faster, and make their customers happier. By bringing together valuable information and promoting teamwork, businesses can discover many chances to do better than their rivals and impress their customers.

Using the helpful advice and tricks for making the most of bringing Zendesk and Slack together, you're ready to see what wonders this combination can do! You can change the way your teams and your customers communicate. Pretty incredible, right? And if you want to learn more about how ClearFeed can help you with Slack-Zendesk integration, book a demo here.