How to set up Zendesk triggers to notify Slack users

ClearFeed Team

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.

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