Integrate Zendesk with Slack to improve the efficiency of customer support!

Benefits of Integrating Zendesk and Slack

How do you handle inquiries from your customers?
Many companies are likely making efforts to respond quickly using apps!
This time, we aim to further streamline customer support operations by integrating Zendesk, which specializes in customer support and service, with the messaging tool Slack!
Let's take on the challenge together!

So, what are the actual benefits of integrating these two apps?‍

‍First, it's about streamlining ticket management!

By integrating Zendesk and Slack, you can check the status and updates of Zendesk tickets in Slack.
For example, when a new ticket is created, you get notified in Slack, ensuring that there's no delay in response due to unacknowledged tickets.

Additionally, real-time notifications become possible.

You can receive important updates and notifications from Zendesk in real-time on Slack.
For instance, when a new comment from a customer is added, you receive an immediate notification in Slack, allowing you to consider real-time responses.

Furthermore, it can enhance team communication!

When team-wide communication becomes smoother, the speed of problem-solving improves.
For example, by discussing specific tickets in a dedicated Slack channel, everyone can tackle problem-solving with a sense of urgency.

Examples of Workflow Automation Possible with Zendesk and Slack Integration

What kind of tasks can actually be automated?

The first is automatic ticket notifications

You can set up automatic notifications to Slack when a new ticket is created in Zendesk!
For example, when a new ticket is created, it is automatically notified to the support channel in Slack, allowing the support team to respond quickly.

The second is automating the sharing of important update information!

You can automatically share important update information from Zendesk across Slack.
For instance, when the status of a ticket changes, it can be automatically notified to Slack, making the sharing of important information instantaneous.

The third is improving the efficiency of information sharing between teams.

By sharing Zendesk ticket information on Slack, information sharing between teams is also streamlined.
For example, by sharing similar ticket content in a dedicated Slack channel, similar cases can be collectively shared with the team.

How to Create a Zendesk and Slack Integration Flow

Let's actually proceed with the integration settings for Zendesk and Slack!

This time, we will proceed with integration using Yoom.
Yoom is a visually intuitive tool, so you can set up integrations without any specialized knowledge!
If you don't have a Yoom account, please obtain one from the Yoom account issuance page.

It's very easy to get started!

For basic operations of Yoom, please refer to Getting Started with Yoom.
Once you can log in to your Yoom account,

1. Click "Register My App" and select "Create New".

2. Select the app you want to register (this time, Zendesk and Slack) and log in with the account you will use.

Once Zendesk is registered, click "Create New" again to register Slack.
For registering Zendesk, you need to obtain an access token.
Please refer to this for detailed registration methods.

How to Register My App for Zendesk | Yoom Help Center (intercom.help)

3. Once registered, an icon will appear in My Apps.
Please check if the icons for Zendesk and Slack are registered.

Now, let's proceed with setting up the integration for the two apps!

Create a flow to notify Slack when a ticket is created in Zendesk.

1. Click "Create New" from "My Projects" and select "Create from Scratch".

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2. Enter a clear title describing the flow, select "When a specific app event occurs", and choose Zendesk.

3. Select "When a new ticket is created" as the trigger action and click "Next".

4. Select the trigger interval and enter the subdomain.
Please enter the value of the "●●●●●" part in the Zendesk URL "https://●●●●●.zendesk.com/".
Click "Test", and if the test is successful, click "Save".

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Now, let's move on to the Slack settings!

5. Click the "+" on the flow saved with Zendesk integration, select "Integrate with App" from the operation type selection, and click Slack.

6. Select "Send a message to a channel" as the action and click "Next".

7. Enter the channel ID and message to post.
If the Slack app is registered, you can select the channel ID from the suggestions.
You can use the output information obtained from the previously integrated Zendesk, so select and enter from the output.

Click "Test", and if the test is successful, click "Save".

This completes the flow of [Notify Slack when a ticket is created in Zendesk].

8. Finally, switch the trigger to "ON" to activate it.
Please also refer to the template.

Advanced Integration Flow of Zendesk and Slack

Additionally, Yoom used this time can be integrated with other apps.
Even if you do not use messaging tools regularly, you can receive notifications via email by integrating Zendesk with Outlook.

For example, you can create a flow where an email is sent to Outlook when a ticket is created in Zendesk!
When a new ticket is created, it is automatically sent to Outlook, eliminating any gaps or omissions in information management.
Please consider using this as a reference.

Of course, Slack can also integrate with other apps!

Therefore, by integrating with kintone, it is possible to extract information from Slack and register it into kintone records!

Please refer to the template and try to apply it to various tasks.

Summary

The integration of Zendesk and Slack has significantly streamlined customer support and team communication!

By improving ticket management efficiency, real-time notifications, and enhancing team information sharing, it seems possible to boost overall productivity by streamlining various tasks.

Yoom supports over 130 apps in addition to the ones introduced this time!

It's easy with no code! The visually intuitive design allows even beginners to quickly integrate apps with each other! Please try to utilize it for various tasks!!