New Zendesk ticket in Slack starts a run each time a ticket comes in to Zendesk, and posts it in a Slack channel: its number, who sent it, its subject, its priority and a link. This article shows how to install it and fill in each step.

Who can do this

Workspace Admins and Editors. Templates are on every plan. Zendesk ◇ is on paid plans: on Free you can set the template up, and publishing asks for a paid plan. A ticket reaches the trigger only once the workflow is published. See Premium connections on the Free plan.

Before you start

  • A Zendesk connection. See Connect Zendesk. Tickets arrive straight away only with a Zendesk admin's API token and a Zendesk plan with webhooks.
  • A Slack connection. See Connect Slack.

Steps

Install it

  1. On Workflows, select the arrow beside + New workflow, then From a template.
  2. In Search templates, type Zendesk.
  3. On New Zendesk ticket in Slack, select Use this template.
  4. In Install into, choose the workspace or project, then select Install as a draft.
  5. The toast says Installed as a draft, for example New Zendesk ticket in Slack is in Consulace. Connect Zendesk and Slack, then publish. An app it doesn't name had one connection in the workspace, and the template has chosen it. Select Open it. The workflow opens in the designer with two steps.

Fill in the steps

  1. Select When a ticket comes in (Zendesk · New ticket).
    • Choose the Zendesk Connection.
    • Group is empty, which means every group. Choose one to post only its tickets.
  2. Select Post it in support (Slack · Post a message). Choose the Slack Connection and the Channel, such as #support.
  3. Publish the workflow. Publishing adds a webhook and a trigger to Zendesk for you. Until then no ticket reaches Bizomate, and Test run has none to start with, so the steps run with the trigger's fields empty.
  4. To try it, open a test ticket in Zendesk. Once published the workflow is on, so that ticket runs it. To run it again with the same ticket, open the trigger's Output, select Use the last event, then Test run. See How instant triggers work.

What happens next

  • Each new ticket starts one run and one message.

Good to know

  • No admin token, or no webhooks on your Zendesk plan? Replace the trigger with Zendesk · New ticket (checked every 5 minutes). The Slack step stays as it is.
  • To post only urgent tickets, add a Filter step after the trigger. Under Keep items where, set one condition: {{ trigger.priority }} is urgent. See Keep some items with Filter.

If something goes wrong

What you see Why What to do
Steps marked Needs setup A connection or channel isn't chosen yet Open each one and fill it in. See Fix steps marked Needs setup.
The trigger shows Not listening — "Zendesk would not take Bizomate's address: … Instant triggers need an admin's API token and a Zendesk plan with webhooks — otherwise use “New ticket (checked every 5 minutes)”. Fix it, then publish again." The token isn't an admin's, or the Zendesk plan has no webhooks. Zendesk's own words come first. Reconnect with an admin's token and publish again, or use New ticket (checked every 5 minutes) instead. See Start a workflow from Zendesk tickets.
Publishing says "“When a ticket comes in” needs a paid plan. Change the plan, or remove it and publish the rest." Zendesk is a premium connection and the company is on Free Change to a paid plan once they're open.