Slack has very high security for direct messages. Even the owner of the group can't see direct messages between employees!
Because of this, BubbleIQ is only able to access direct messages of users who have authorized BubbleIQ's Slack bot to their account.
The first user to install the bot is the BubbleIQ admin user by default and gives access to direct messages between them and anyone else on Slack.
If another user needs to be able to make tickets out of direct messages in Slack, they need to go to https://www.bubbleiq.com/ and click "add to Slack", and authorize the Slack bot. They do not need to authorize Zendesk again.