Work on Zendesk tickets from Slack
Bring Zendesk tickets into Slack and empower your agents to collaborate on the same via Slack using ClearFeed
What is the Reverse Zendesk flow?
Zendesk tickets that are started outside of Slack (via email or help center) can be brought to Slack
ClearFeed would enable bi-directional sync of comments and status ensuring that the support team can remain on Slack first
Agents can respond to these tickets from Slack. They can also edit the ticket properties from the triage channel
If a Form has been used in Zendesk while creating the ticket - you can also choose to import that form in ClearFeed to display its values in Slack
Setting up the Reverse Zendesk flow
Create a dedicated Slack channel (or reuse where the Zendesk ticket notifications would arrive. Also, monitor this channel using ClearFeed (learn how to monitor a channel)
Create a new Slack Webhook Workflow
Go to Slack Workflow Builder
Create a workflow and start the workflow from a webhook
Configure the variables ticket_id and ticket_url
As a next step, select Send Messages to a channel
Select the channel that we configured in Step 1.
Add the message exactly as follows: Ticket #ticket_id needs attention
Finish and publish the workflow
Copy the Web Request URL from the webhook workflow step once published.
Now go to Zendesk Admin Center → Webhooks and Create a New Zendesk Webhook as shown below
The endpoint URL should be the same as the Web request URL copied from Slack in the previous step
Create a new Zendesk Trigger: Go to Zendesk Admin Center → Business Rules → Triggers and Create a new Zendesk trigger with the following conditions:
In the Actions section, choose Notify by > Active webhook and point to the Slack Webhook Web Request URL.
The request body can be customized based on the variables set up in the Slack Webhook Workflow
Whitelist the Slack Webhook Workflow Bot: Go to the following page → https://web.clearfeed.app/settings/users and under Whitelist Bot, select and add the bot with the same name as the webhook workflow created previously.
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