You can establish tickets directly within Slack for resolution by Zendesk Support agents. The ticket owner will be automatically set as the authenticated Slack user.
Tickets can be generated in Slack through various methods:
1. Using the slash command, /zendesk create_ticket, which enables ticket creation without needing a preceding Slack message.
2. Using a Slack action, which transforms a Slack message into a ticket.
3. In a Slack Connect channel, via the @zendesk mention in a message.
The tag "created_from_slack" will be automatically appended to tickets made using the slash command or Slack action (but not with @zendesk mention in a Slack Connect channel). You can leverage this tag to create views or business rules for assisting with the ticket workflow.
If you are looking for capabilities beyond this such as creating a ticket from a Slack thread with attachments, then check out our Slack Zendesk Integration and how we compare to the native integration.
How to Create Tickets with a Slash Command
The /zendesk create_ticket command facilitates ticket creation without a prior Slack message. It can be used in channels where the Slack for Zendesk Support integration has been invited.
In a channel, type the following command: /zendesk create_ticket. This will open the "Create a new ticket" form.
Fill out the details such as "Subject", "Requester", "Assignee", and "Description", and click "Submit".
A ticket is subsequently created in Zendesk Support, with a notification sent to the channel of creation.
How to Create Tickets with a Slack Action
You can transform a pre-existing Slack message into a ticket by selecting the "Create a ticket" action in the message's "More actions" menu. This is only functional in channels where the Slack for Zendesk Support integration has been invited.
Hover over the message in the Slack channel and click the "More actions" icon. Choose "Create a ticket", fill out the necessary information, and click "Submit".
The ticket is then created in Support, appearing as a reply in the Slack thread along with the associated Zendesk metadata.
How to Create Tickets in a Slack Connect Channel
Slack Connect allows collaboration with individuals outside your organization. Both internal and external users within a Slack Connect channel can create tickets using the @zendesk mention.
In a Slack Connect channel, enter the @zendesk mention in a message. For internal users, the integration will respond with a message containing a button to create a new ticket.
After clicking "Create a ticket" and filling out the necessary details, click "Submit". The ticket is then created in Support and appears as a reply in the Slack thread, complete with the Zendesk metadata.
How to Create Zendesk Tickets in a Slack Connect Channel with ClearFeed
ClearFeed allows you to seamlessly create Zendesk tickets directly from Slack, streamlining your ticket management process within your team communication platform. Once you've set up Zendesk ticketing for a specific Slack channel in ClearFeed, you can use one of three methods to file a Zendesk ticket from Slack:
Using an Emoji: You can create tickets by simply reacting with a specific emoji. For example, you can add a 🎫 emoji to any Slack message to convert it into ticket.
Using Automatic Ticketing: This method automatically files tickets based on predefined criteria or triggers. To do this, all you need to do is select the ticketing system ‘Zendesk’, and trigger mode as ‘Automatic’.
Using Triage: Triage channels help in sorting and converting messages into tickets manually or automatically, as needed.
These features are designed to bridge the gap between Zendesk’s support ticketing capabilities and Slack's communication platform, ensuring that ticket creation is as effortless as possible. Want to know more about how ClearFeed can simplify ticket management with its Zendesk-Slack integration? Book a demo here.
