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ClickRuntime

Connect Slack to Zendesk

Zendesk holds every customer conversation, but your team talks in Slack. Connect the two and new tickets, SLA risks and unhappy customers show up where people already are, and a message in Slack can become a ticket without copying and pasting.
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Ideas

What you can do with Slack and Zendesk

Ticket threads, SLA warnings, AI triage, weekly numbers and tickets raised straight from Slack. These are ready-made starting points. Anything else you can describe works too.
The moment it happens

Follow each Zendesk ticket in its own Slack thread

Every new ticket appears in Slack, and each reply or status change lands in that ticket's thread.

See how it works
Every 15 minutes

Get a Slack alert for tickets nobody has picked up

Slack tells you when a ticket has sat unassigned too long or is close to missing its SLA, once per ticket.

See how it works
The moment it happensAI

Summarise and prioritise new Zendesk tickets with AI

Each new ticket gets a short summary, a sentiment and a priority, and the urgent ones are flagged in Slack.

See how it works
DailyAI

Spot customers at risk of leaving from their tickets

Each morning, Slack lists the customers whose recent tickets suggest they might cancel, grouped by company.

See how it works
Weekly

Post weekly support numbers to Slack

Every Monday, Slack shows last week's new and solved tickets and the median first reply time, compared with the week before.

See how it works
The moment it happens

Turn a Slack message into a Zendesk ticket with an emoji

React to any Slack message with 🎫 and it becomes a Zendesk ticket, with the link posted back in the thread.

See how it works Your own logic

Any other automation you can describe in words

Your own rules, schedule and AI steps with Slack and Zendesk, plus any other app. Describe it and your assistant builds it.

See how to build your own

Build your own

Build any Slack and Zendesk automation you can describe

The ideas above are ready-made starting points, not a fixed list. Describe what should happen between Slack and Zendesk in your own words, with your conditions, other apps or an AI step, and your assistant writes it, tests it and runs it on ClickRuntime.

  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

For example, ask your assistant

When a new Zendesk ticket arrives, have AI rate how angry the customer is from 1 to 5, and post tickets rated 4 or 5 in #support-urgent.

Every hour, post in #support the Zendesk tickets that are urgent priority and still unassigned after 30 minutes.

Use cases

Why people connect Slack and Zendesk

How the two apps work together

  • Zendesk webhooks, set up with triggers, send ticket events to a ClickRuntime trigger link, or the script searches tickets every few minutes.
  • The script posts the ticket subject, requester, priority and link to a Slack channel or thread.
  • Slack events such as messages or reactions reach a trigger link and create tickets or internal notes in Zendesk.

  • Escalations for VIP customers

    Support leads post new tickets from organizations tagged VIP to a Slack channel. Account managers see them right away.

  • Bad satisfaction ratings to the team

    Support managers get a Slack message when a ticket gets a bad CSAT rating, with the comment and agent.

  • Internal questions to tickets

    Employees report IT or HR issues in a Slack channel, and each becomes a Zendesk ticket with the reporter as requester.

  • Daily queue summary

    Support leads get a morning Slack post with open, pending and unassigned ticket counts by group.

More apps

Slack, Zendesk and other apps in one automation

An automation isn't limited to two apps. Add the next step in another app and it runs as part of the same automation.

Bug tickets to Jira with Slack update

When a Zendesk ticket is tagged bug, create a Jira issue, add its key as an internal note and post both links in #support-eng.

VIP check from HubSpot

When a new Zendesk ticket arrives, look up the requester's company in HubSpot and post it in #vip-support if their deal value is over $20,000.

Weekly support metrics

Every Monday, add last week's Zendesk ticket counts and median first reply time to my Support Metrics sheet and post them in #support.

Setup

Connect Slack and Zendesk once

Every idea on this page uses the same two connections, so you set them up once. If one is missing, your assistant tells you and links to the right place.

Slack

Team chat

  1. At api.slack.com/apps, create a new app from scratch in your workspace.
  2. Under OAuth & Permissions, add the bot scopes the automation needs, such as chat:write, channels:read and channels:history.
  3. In the ClickRuntime dashboard, open Connections, choose Slack and enter your app's details, then install it to your workspace.
  4. In each channel the automation should use, type /invite @your-app-name.

Zendesk

Help desk

  1. In Zendesk Admin Center, go to Apps and integrations, then APIs, then API configuration, and turn on Allow API token access.
  2. Under API tokens, choose Add API token and copy it. Zendesk only shows it once.
  3. Note your Zendesk subdomain (the yourcompany in yourcompany.zendesk.com) and the email of the agent the token should act as.
  4. In the ClickRuntime dashboard, open Connections & secrets and save the token with your subdomain and agent email. It is sent as {email}/token with the token as the password.

FAQ

Questions about connecting Slack and Zendesk

How does ClickRuntime connect to Zendesk?
With an API token you create in your Zendesk admin settings, saved as a secret in your ClickRuntime dashboard. Automations that react the moment a ticket changes also use a Zendesk webhook pointed at the automation's private link.
Which Slack channel do the messages go to?
Whichever you name in the prompt, such as #support or #escalations. Different automations can post to different channels.
Can agents reply to customers from Slack?
These automations keep Slack informed and can create tickets from Slack, but replies to customers still go out from Zendesk, so your macros, signatures and reporting stay in one place.
Do I need a particular Zendesk plan?
Any plan with API access works. SLA policy fields need Zendesk Professional or above; on other plans the automations use ticket age instead.
Will it post every ticket into a busy channel?
Only if you ask it to. Most of these automations filter first, posting only unassigned, urgent or at-risk tickets, and each ticket is posted once.
Can agents add internal notes from Slack?
Yes. A Slack reply or command can reach the script, which adds it as an internal note on the ticket.
Can it filter by group, tag or priority?
Yes. Use Zendesk trigger conditions, the script's own checks, or both.
Does it work with Zendesk Support on any plan?
It uses the Zendesk API with your own connection. Webhooks are available on current Zendesk Support plans; otherwise the script checks for tickets on a schedule.

Related pages

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