What’s it for

Actioner’s conversational ticketing solution allows you to turn Slack messages automatically into Zendesk tickets. So that your support team can save time and effort in their daily workflow.

How it works

Turning Slack messages into Zendesk tickets is a pretty neat feature helping both requesters and support agents to track processes effortlessly. Here’s how it works:

1. Requester sends a Slack message to a dedicated #request channel.
2. Actioner instantly converts that message into a trackable ticket and sends a thread reply to show a brief summary of the raised request.
3. Your support team also gets the new ticket notification in their #triage channel with the ticket summary, including its ID, priority, status, requester, and assignee.

How to get started

1. Install Zendesk for Slack to your Slack workspace and connect to your Zendesk account.
2. Upon successful connection, the setup workflows must be run to enable this feature. Running setup workflows you'll be creating a webhook and enable ticket related triggers in your Zendesk account and new request and triage channels - These will be named #actioner-request and #actioner-triage in Slack. You can pass the 2nd workflow in case you don't want to create new channels in your existing Slack workspace.

If you created new channels:

Actioner will create Zendesk tickets from Slack messages sent to the #actioner-request channel when ticket emoji is added-- this is set by default. You can always change this rule following these steps:

1. Call Actioner app in Slack
2. Choose Create new request and triage channel workflow.
   
3. In the appearing form select #actioner-request and #actioner-triage channels and from How to create tickets dropdown choose When a new message is posted.
4. Then click Run.
   

If you want to use your existing channels:

1. Call Actioner app in Slack
2. Choose Create new request and triage channel workflow.
   
3. In the appearing form select your request and triage channels and from How to create tickets dropdown choose When a new message is posted.
4. Then click Run.

💡 After you run this setup workflow, you need to add Actioner to the channels in Slack by mentioning Actioner (Simply type @Actioner and click Send now).

💡 If you require a form to be filled while creating a ticket, please check our Prompt users to raise their requests use case ➡️