Integrating Slack with Zendesk enhances communication and collaboration for customer support. This allows support teams to use Slack as a direct messaging channel, helping them assist users not in their Slack instance, which improves support capabilities.
Using Slack for direct messaging enables real-time engagement with users, leading to quicker responses and a more personal connection, ultimately boosting customer satisfaction and loyalty.
Additionally, Slack fosters collaboration among support team members, allowing agents to share information and solve issues without leaving the platform, enhancing the support experience.
In summary, integrating Slack with Zendesk allows support teams to reach more users and improve service, ensuring organizations remain accessible and responsive to customer needs.
For the Company Offering Support:
The company offering support must create a new Slack User on their instance. This is recommended to be their main support email address so that they can receive pins for 2FA and other useful correspondence as tickets (these will automatically go into suspended tickets). For example, support@cxexperts.co.za.
Log in to your support slack instance using the handle/user you just created.
Add a new messaging channel on Zendesk and choose Slack. Follow the steps as necessary.
Connect an AI agent to your bot, or don't and have it just come through to a human (remember your routing triggers!)
For the Customer Receiving Support:
Add an external user to your Slack Instance (Slack Pro needed!)
Reach out to this user for assistance on a 1-1 basis.
Notes:
Both the support agent and requester need to have Slack pro to interact with external users.
This can easily be set up for internal use (slack pro not needed).
This is separate from the actual Zendesk-Slack integration which is primarily used not as a messaging channel but for side conversations, slack notifications based on tickets and allowing a user to create an email ticket for a specific assignee.
If connected to a bot, AR charges will apply.