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:
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.
Once the webhook is ready, copy the Webhook URL for use in the next steps.
In the ‘Integration Settings’ section, you can customize the title and logo for the hook to make it more memorable.
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.
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:
Click on the
add target button to start creating a new target that can post messages to Slack.
Select ‘HTTP Target’ option from different types of targets.
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.
The HTTP target is now ready to use. Now we need to create a trigger and send data to the target.
Go to the
Triggers page in Zendesk, which should be under
Admin/Business Rules/Triggers. The URL should look like this:
Add trigger to start the setup.
Add any meaningful trigger name (e.g. Ticket Created). Add condition(s) for the trigger (e.g. Ticket Is Created).
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.
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.
Finally, we can test the integration by creating a ticket using the Zendesk widget in the
Contact Us section.
Send should trigger a notification to the Slack channel, which should look as follows.
The integration is now complete and you will receive notifications about Zendesk tickets in the Slack channel you chose.
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