Zendesk to Slack Integration

Written by Yashesh Damani, Senior Software Engineer

Zendesk provides a system for tracking and solving customer support tickets. Connecting Zendesk to your slack channel allows your team to receive instant alerts about tickets and quickly create a plan to resolve them. This tutorial will guide you through the 4 steps required to integrate Zendesk into Slack. These steps, in order, are:


  1. Setting up Incoming Hook in Slack Channel.
  2. Setting up Outgoing HTTP Zendesk Integration.
  3. Setting up a Zendesk Trigger for Sending Slack Notifications.
  4. Testing the Integration.

Setting up an Incoming Hook on the Slack Channel.


Go to the Create Slack Webhook page to start the process and log in to your organization if you have not logged in already. Next, select the Channel that you want the notifications to go to. In this case, I am going to target my personal channel to receive notifications. Click on ‘Add Incoming WebHooks integration’ after selecting the channel.


Slack webhooks

Once the webhook is ready, copy the Webhook URL for use in the next steps.


Slack webhooks

In the ‘Integration Settings’ section, you can customize the title and logo for the hook to make it more memorable.


Integration Settings

When you are done customizing the webhook, click on the ‘Save Settings’ button at the end of the page and your webhook is ready to use.


Setting Up Outgoing HTTP Zendesk Integration.


First, go to your organization’s page and navigate to the Extensions page through Support Admin/Settings/Extensions. The URL should look something like this:

    
https://<<company_name>>.zendesk.com/agent/admin/extensions
    
  

Click on the add target button to start creating a new target that can post messages to Slack.


Integration Settings

Select ‘HTTP Target’ option from different types of targets.


Select target

Add an identifying title (e.g. Zendesk Tickets) on the HTTP target form. The URL on the form should be the Webhook URL created in the step above. Select POST as the method and JSON for the content type. Next, select Create target in the menu next to the Submit button. Finally, click Submit to create the target.


Create target

The HTTP target is now ready to use. Now we need to create a trigger and send data to the target.


Setting Up a Zendesk Trigger for Sending Slack Notifications.


Go to the Triggers page in Zendesk, which should be under Admin/Business Rules/Triggers. The URL should look like this:


    
https://<<company_name>>.zendesk.com/agent/admin/triggers
    
  

Click on Add trigger to start the setup.


Triggers

Add any meaningful trigger name (e.g. Ticket Created). Add condition(s) for the trigger (e.g. Ticket Is Created).


Trigger Name

Add Actions for the trigger. Select action as Notify Target and target as Zendesk Ticket (or whatever name you have used for the HTTP target). Since the goal here is to send ticket data to Slack, we will add the ticket title to the JSON body as shown below.


Trigger Body

Click the Create button to get the trigger ready.


You can add more data to the message if you want. The details of available parameters can be checked by clicking on View available placeholders link.


View placeholders

Testing the Integration


Finally, we can test the integration by creating a ticket using the Zendesk widget in the Contact Us section.


Contact Us

Clicking on Send should trigger a notification to the Slack channel, which should look as follows.


Slack notification

The integration is now complete and you will receive notifications about Zendesk tickets in the Slack channel you chose.


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