Slack

Slack is where escalations actually get handled.
But important customer issues often live inside tickets that never make it there — or arrive without enough context to act quickly.

This integration adds a one-click action inside Zendesk that sends structured ticket details directly to Slack. Instead of copying links, screenshots, and notes, agents can share the right information instantly, in the right channel, with the right people.

Use this workflow to speed up escalations, reduce confusion during handoffs, and make sure urgent customer issues don’t get missed.

What gets sent to Slack

• Ticket summary and key details
• Internal notes and agent context
• Screenshots or attachments
• Customer and account information

Common use cases

• Escalating urgent customer issues to engineering or operations
• Flagging bugs mentioned in support conversations
• Coordinating refunds, claims, or shipping issues
• Alerting teams to high-risk or high-value accounts

This workflow is fully customizable and can be adapted as your processes evolve — without changing tools or retraining teams.