How to create Zendesk tickets in Slack with a slash command

ClearFeed Team

This guide illustrates how you can use the '/zendesk create_ticket' command to establish a ticket in Slack without creating a preceding message. This command is effective in channels where the Slack for Zendesk Support integration has been activated.

For emoji-based or automated ticket creation check out ticket creation using ClearFeed.

Step #1: Initiate Ticket Creation

Navigate to the relevant Slack channel and type the command '/zendesk create_ticket'. This command will open up the 'Create new ticket' form.

Step #2: Fill Out the Ticket Form

In the 'Create new ticket' form, input the following details:


Provide a succinct, descriptive subject for the ticket.


By default, the individual who submits the ticket is set as the requester. However, this field is optional and editable. Click on it to reveal a searchable list of existing Slack users. If an unknown user creates the ticket in Slack, a new Zendesk Support end-user is created and tied to the ticket. Similarly, when an agent generates a ticket on behalf of someone else, they can pick a requester from the list of existing Slack users or create a new end-user.


This optional field refers to the Zendesk group you wish to assign the ticket to. Clicking on this field will show a list of groups. Begin typing the group's name, and you can then select the assignee from the displayed list of matching results.


Here, provide a more comprehensive description of the ticket. The details in this field can be accessed by anyone with permission to view the ticket.

Step #3: Submit the Ticket

Once all necessary details have been filled in, click on the 'Submit' button to create the ticket. The ticket is then established in Zendesk Support, and a notification is sent to the channel in which it was created.

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.

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