How to set up Zendesk triggers to notify Slack users
Creating triggers in Zendesk for Slack ticket notifications can streamline your workflow and increase efficiency. However, before you can establish a trigger, you must add the app to the Slack channel where you wish to send the notification. Keep in mind, you need to be an admin or an agent in a custom role with the necessary permissions to create triggers.
Steps to Create Triggers for Slack Notifications
Follow these steps to create triggers for Slack ticket notifications:
Step #1: In the Admin Center, click on "Objects and rules" in the sidebar. Then, navigate to "Business rules > Triggers".
Step #2: Click "Add trigger". Alternatively, if you have an existing trigger that you'd like to use as a template, you can copy it and modify it as needed.
Step #3: In the "Trigger name" field, enter a name for your trigger. We recommend incorporating the Slack channel into the trigger name to make it easily identifiable. For example: "Slack trigger: New ticket for #delivery-support".
Step #4: (Optional) Enter a "Description" for your trigger, providing details about what the trigger does. Example: "Notifies all users in the #delivery-support channel when a new ticket is assigned to the Support group."
Step #5: Choose an existing "Category" for your trigger or create a new one. We suggest creating a Slack category specifically for your Slack triggers.
Step #6: Click "Add condition" to set up the trigger based on "All" or "Any" conditions. These conditions define the necessary criteria for the trigger to be activated.
Step #7: For each condition you add, select a "Condition", "Field operator", and "Value". The field operator determines how the condition relates to the value.
Step #8: Click "Add action", then select "Notify Zendesk integration" and "Slack integration" from the drop-down lists.
Step #9: In the "Slack channel" field, select the channel where you want the notifications to be posted. The channel must have the Zendesk app added to it to appear in the drop-down list.
Step #10: Use static text and placeholders in the "Notification header" and "Notification body" fields to tailor the notification.
Step #11: Click "Create" to finalize your new trigger. The new trigger will appear at the end of your triggers list, but you can reorder it if needed.