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

  1. 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)

  2. Create a new Slack Webhook Workflow

    1. Go to Slack Workflow Builder

    2. Create a workflow and start the workflow from a webhook

    3. Configure the variables ticket_id and ticket_url

    4. As a next step, select Send Messages to a channel

    5. Select the channel that we configured in Step 1.

    6. Add the message exactly as follows: Ticket #ticket_id needs attention

    7. Finish and publish the workflow

  1. Copy the Web Request URL from the webhook workflow step once published.

  1. 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

  1. Create a new Zendesk Trigger: Go to Zendesk Admin Center → Business Rules → Triggers and Create a new Zendesk trigger with the following conditions:

  1. 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

  1. Whitelist the Slack Webhook Workflow Bot: Go to the following page → and under Whitelist Bot, select and add the bot with the same name as the webhook workflow created previously.

Creating and working on Tickets using this approach

  1. Start a ticket directly from Zendesk or via email (to the Zendesk support group)

  2. Notice how the ticket comes as a notification into Slack in the monitored channel

  3. ClearFeed replies to the notification with ticket sync details

  4. Reply to the Slack thread and observe how the comments get synced back to Zendesk and vice-versa.

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