Zendesk-to-slack

Zendesk-to-Slack automates the daily retrieval of unassigned tickets from Zendesk at 4:30 PM, compiling their statuses and subjects into a concise message, and delivers it directly to a designated Slack channel, enhancing team communication and ensuring timely follow-ups on pending issues.

7/8/2025
5 nodes
Medium
schedulemediumslackzendeskautomationcodecustomcommunicationnotification
Categories:
Communication & MessagingSchedule TriggeredMedium Workflow
Integrations:
SlackZendesk

Target Audience

  • Customer Support Teams: Enhance communication and efficiency by automating ticket updates.
    - Project Managers: Keep track of unassigned tickets and ensure timely follow-ups.
    - Slack Users: Leverage Slack for real-time notifications and updates from Zendesk.
    - Automation Enthusiasts: Interested in integrating tools for streamlined workflows.

    • Problem Solved

    This workflow addresses the challenge of managing unassigned tickets in Zendesk by automatically notifying the Slack channel of any tickets that meet the criteria. It ensures that no ticket is overlooked, enhancing response times and improving customer satisfaction.

    Workflow Steps

  • Trigger: The workflow is initiated either on a schedule (daily at 4:30 PM) or manually when the 'execute' button is clicked.
    - Zendesk Query: It retrieves all unassigned tickets with a status of less than pending.
    - Message Formatting: A function node formats the ticket information into a message containing ticket URLs, statuses, and subjects.
    - Slack Notification: Finally, the formatted message is sent to the Slack channel named jarvis-test, ensuring that the team is informed about unassigned tickets.

    • Customization Guide

  • Change Schedule: Modify the Cron node parameters to adjust the time and frequency of the workflow execution.
    - Adjust Query: In the Zendesk node, update the query parameters to filter tickets based on different criteria (e.g., by status or assignee).
    - Slack Channel: Alter the Slack node to send notifications to a different channel if needed.
    - Message Format: Customize the message format in the Function node to include additional ticket details or change the layout.