If you're part of a business using Zendesk for customer support, and Slack for team messaging, you'll know there’s a lot of value in seamlessly connecting these tools. With a two-way Zendesk Slack integration, customer support and IT team members can use the platform of their choice to solve tickets faster.
Tickets can be routed outside of Zendesk both to teams and to individuals, where responses can then be logged back in Zendesk, tracking metrics more efficiently.
While Zendesk offers a simple integration with Slack, a lot more can be done with these mission-critical tools using BubbleIQ. Our platform is useful for both teams that use Zendesk for customer support ticketing, and for teams that use Zendesk for internal IT support.
BubbleIQ makes it simple to setup a Zendesk Slack integration. The first step is to install the BubbleIQ Slack App into your Slack account. From there, you’ll be guided to connect your Zendesk account and customize some options. Finally, invite the BubbleIQ bot to join a Slack channel. If you’re not ready to use your own account, you can also try out BubbleIQ in our Slack community.
There are three different ways to create a Zendesk support ticket from Slack with the BubbleIQ Zendesk Slack integration. BubbleIQ uses Zendesk slack commands to make the process quick and efficient. You can also use the integration the other way and send Zendesk tickets into various Slack channels using Zendesk triggers.
1. First, you can mark any message in a Slack channel with a :key: reaction emoji. This can be done either by typing :key: or by locating the key emoji. This will turn your Slack message into a ticket. If the message has a thread on it, those messages will also be added to the ticket.
2. Second, Slack users in any channel can write /support before any message as a Zendesk slack trigger to quickly create a support ticket. One powerful BubbleIQ feature is the ability to use Zendesk ticket forms in Slack when creating new tickets. If you have ticket forms enabled, you can also add in other information when creating Zendesk tickets.
If you use the /support command in a channel the BubbleIQ bot hasn't been invited to, it will make a ticket in a private channel.
3. The third way to create a ticket is useful for partial users in Slack who can’t use Slack commands. They can start any message with !support. Any message in a channel that the BubbleIQ bot has been invited to that starts with !support will create a ticket.
To recap, there are three ways to use the Zendesk Slack integration to create a support ticket from Slack with BubbleIQ:
- Mark any Slack message with a :key: reaction
- Write /support at the beginning of any Slack message
- Write !support at the beginning of any Slack message (for Limited users)
One final note: in addition to creating Zendesk support tickets from a Slack thread, BubbleIQ also gives companies the ability to send Zendesk tickets into Slack channels using filters. This creates a two-way flow of information between these platforms.
Haven't yet started using BubbleIQ? Visit bubbleiq.com for a free demo.