How to connect Slack to Zendesk
Stop dealing with manual email management. This guide shows you how to automatically Create Ticket in Zendesk whenever New Message in Channel happens inside Slack.
Why automate this workflow?
Manual processes introduce delays and errors. With this automation you automated communication with customers. It runs 24/7 so your team never misses key context.
π‘ Pro tip: Start with a simple workflow, then add filters once validated.
Customer Support Communication Workflows
Here are proven ways teams connect Slack with Zendesk to eliminate manual work and reduce errors:
Ticket escalation
Route urgent or VIP tickets to a dedicated channel where senior support agents respond within minutes.
Resolution notifications
Notify account managers when their client's ticket is resolved so they can follow up.
SLA monitoring
Alert the team when a ticket approaches its SLA deadline to prevent breaches.
β‘ Advanced tip: Tag messages with ticket priority (π΄ Critical, π‘ Medium, π’ Low) so your team can triage at a glance.
Step-by-step implementation
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1
Create a scenario in Make.com
Sign up or log in. Click "Create a new scenario" and choose Slack as the first module.
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2
Configure the trigger
Select New Message in Channel inside Slack. Authorize your account and set any filters you need.
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3
Add the Zendesk action
Choose "Create Ticket" and map fields from the trigger. Test once and turn it on.
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4
Test and activate
Click "Run once" to test. If everything works, turn on your scenario.
Free vs Pro: Which Plan?
Free is great for testing. Pro is better for business.
Free Plan
$0/mo
- β 1,000 ops/month
- β 2 scenarios
- β 15-min interval
Pro Plan
$9/mo
- β 10,000+ ops/month
- β Unlimited scenarios
- β 1-min interval
FAQ
Is the Slack to Zendesk integration free?
Yes. Make.com offers a free tier with 1,000 operations/month.
How long does setup take?
Most users complete the setup in under 5 minutes.
Do I need coding skills?
No. The entire workflow is built using drag-and-drop modules.