Slack Zendesk bi-directional integration

Work in Slack and/or in Zendesk and Worknet will ensure that both environments are in sync. Take advantage over Zendesk SLA and Knowledge management and Slack's ability to get teams to effectively collaborate and help each other.

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What Worknet can do for you

upsell/cross sell

ticket deflection

customer satisfaction

Worknet’s ability to turn threads into Zendesk tickets was a  game changer for us

Director of Customer Support, Enterprise Accounts

Two clicks setup

  • Install the Slack Worknet app
  • Connect it to your Zendesk by simply typing the subdomain
  • Bi-directional sync is enabled
For more details you can check out our support portal

Sync messages & auto status update

  • Click the emoji and a ticket is created
  • You can modify certain properties from Slack Including:
    • Status
    • Prioirty
    • Assignee
    • Type
    • Tags

Create a ticket

  • Click the emoji and a ticket is created
  • You can modify certain properties from Slack Including:
    • Status
    • Prioirty
    • Assignee
    • Type
    • Tags

Sync messages & auto status update

Messages posted in Slack will be synched to Zendesk
Messages posted in Zendesk will be posted back to Slack
Status will automatically be changed based on messages.
As en example when a customer sends a Slack message the Zendesk ticket will be reopened.

Support internal notes

  • You can add an internal notes only for your team in Slack
  • It'll be synchronized back to Zendesk as an internal note
  • And you can post an internal note in Zendesk which will be shown in the Slack thread only for your team

Reports

  • Obtain service metrics regarding Slack messages.
  • See customer success metrics such as first touch, response time and time-to-resolution.
  • Present team productivity in a leaderboard.

Integrated Controls

  • Seamless integration with Salesforce and Zendesk.
  • Intelligence identifies and creates tickets from messages.
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Zendesk Integration
with Worknet

Worknet's bi-directional Zendesk integration lets you effortlessly link Zendesk and Slack, enabling ticket creation and update tracking directly within Slack. This customizable and flexible integration enhances your team's use of Zendesk tickets, leading to quicker response times and boosted productivity.

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Customizable Ticket Creation from Slack

With Worknet, you can completely customize the integration between Zendesk and Slack. Whether you want to have tickets automatically opened, have users fill out dynamic forms, or have users create tickets with a simple emoji reaction, Worknet's integration allows for flexibility that suits your team's needs.

Real-Time Sync Between Zendesk and Slack

With Worknet's bi-directional integration, any updates made to a Zendesk ticket are synced in real-time to the original Slack thread where the ticket was created. This allows for faster and more efficient communication between your team and customers.

Automated Follow-Up Tickets

Any closed Zendesk ticket that has a new message within the same thread started will automatically open a follow-up ticket and tie it back to the original ticket. This ensures that your team stays on top of customer inquiries and can follow up quickly and efficiently.

Success metrics

Track success metrics on your website to gain insights and identify areas for improvement, so you can optimize performance and reach your goals.

20%

more tickets resolved

32%

Faster time-to-resolution

17%

Improved CSAT

Manage your work from
a single place

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