There are 3 different ways to make a Zendesk ticket from Slack.
If the bot has been invited to a channel, any message in that channel can be marked with a :key: emojii to turn it into a ticket. If the message has a thread on it, those messages will also be added to the ticket.
In any channel, Slack users can do /support to create a Zendesk ticket.
If you use the slash command in a channel the bot hasn't been invited to, it will make a ticket in a private channel.
The last way to make a ticket is to start the message with !support. Any message in a channel that the BubbleIQ bot has been invited to that starts with !support will create a ticket.