HelpDesk + Slack

"update HelpDesk tickets and send replies when new messages are posted to Slack channels"

Streamline your customer service response with this smooth workflow. When a new message is posted in your chosen Slack channel, it immediately updates a ticket or sends a reply in your HelpDesk. This seamless connection ensures queries are resolved faster, improving customer satisfaction and helping you stay on top of your support tickets.

When this happens...
New Message Posted to Channel
Triggers when a new message is posted to a specific #channel you choose.
TriggerInstant
automatically do this!
Update Ticket / Send Reply
Change ticket properties or send reply.
ActionWrite

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Supported triggers and actions

What does this mean?

- Trigger for Bot Messages?
Trigger
Instant
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- ChannelRequired
- Trigger for Bot Messages?
Trigger
Instant
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- Channel
- User Name
- Shared
Trigger
Instant
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- ChannelRequired
- Trigger for Bot Messages?
Trigger
Instant
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New Saved Message
Triggers when you save a message.
Trigger
Instant
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- TextRequired
- Remind when?Required
- Remind who?
Action
Write
- ChannelRequired
- Message TextRequired
- Send as a bot?
- Bot Name
- Bot Icon
- Include a link to this Zap?
- Attach Image by URL
- Auto-Expand Links?
- Link Usernames and Channel Names?
- Schedule At
- File
- Thread
- Send Channel Message?
- Zap Id
Action
Write

- Channel NameRequired
Action
Write
- ChannelRequired
- TopicRequired
Action
Write
- Status Text
- Status Emoji
- Expiration Time
Action
Write
Delete Message
This action deletes an existing message in a specific channel on Slack. You need to provide the channel ID and the message timestamp as inputs.
Action
Write
Remove User from Channel
This action removes a specified user from a specified channel in Slack.
Action
Write
Find Public Channel
This action will find a public channel in Slack using either the channel's ID or name.
Action
Write
Get Message by Timestamp
This action retrieves a specific message from a conversation history in Slack using the message's timestamp.
Action
Write
- EmailRequired
- Return Raw Results?
Action
Search
- Full NameRequired
- Return Raw Results?
Action
Search
New Ticket
Triggers when a new support ticket is created.
Trigger
Instant
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Ticket Followers Changed
Triggers when followers change in a ticket.
Trigger
Instant
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Ticket Priority Changed
Triggers when ticket changes priority.
Trigger
Instant
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Ticket Tags Changed
Triggers when tags are changed in a ticket.
Trigger
Instant
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- IDRequired
- Requester email
- Requester name
- Ticket subject
- Message text
- Ticket priority
- Assigned team
- Private message
- Tags
- People in the loop
- Ticket followers (agents)
- Upload transaction ID
Action
Write
- IDRequired
- TagsRequired
Action
Write
- Transaction IDRequired
- File contentRequired
- File name
Action
Write
- ID
- Requester emailRequired
- Requester name
- Ticket subjectRequired
- Message textRequired
- Requester author
- Ticket priority
- Assigned team
- Private message
- Tags
- People in the loop
- Ticket followers (agents)
- Upload transaction ID
Action
Search or write

New Channel
Triggers when a new #channel is created.
Trigger
Instant
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- Include Alias
Trigger
Instant
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- User Name
- Highlight Word
- Trigger for Bot Messages?
Trigger
Instant
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- Channel
- Reaction
- User
Trigger
Instant
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New User
Triggers when a new Slack user is created / first joins your org.
Trigger
Instant
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- ChannelRequired
- UsersRequired
Action
Write
- Send Multi Message
- Message TextRequired
- Send as a bot?
- Bot Name
- Bot Icon
- Include a link to this Zap?
- Attach Image by URL
- Auto-Expand Links?
- Link Usernames and Channel Names?
- Schedule At
- Zap Id
Action
Write
- ChannelRequired
- Message TextRequired
- Send as a bot?
- Bot Name
- Bot Icon
- Include a link to this Zap?
- Attach Image by URL
- Auto-Expand Links?
- Link Usernames and Channel Names?
- Schedule At
- Zap Id
- File
- Thread
- Send Channel Message?
Action
Write
- First Name
- Last Name
- Title
- Email
- User
Action
Write
- HTTP MethodRequired
- URLRequired
- Query String Parameters
- Headers
- Additional Request Headers
- Body
Action
Write
Retrieve Thread Messages
This action retrieves all the messages sent to a specific thread in a selected channel.
Action
Write
Create Private Channel
This action creates a private channel in Slack.
Action
Write
Edit Message
This action updates a specific message on Slack. You need to provide the Channel ID, the Timestamp of the message to be edited, the new text for the message, and a boolean to indicate if you want to edit a bot message.
Action
Write
- Search QueryRequired
- Sort By
- Sort Direction
Action
Search
- IDRequired
- Return Raw Results?
Action
Search
- UsernameRequired
- Return Raw Results?
Action
Search
Ticket Assignment Changed
Triggers when ticket changes assignment.
Trigger
Instant
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New Message in a Ticket
Triggers when there's a new message in a ticket.
Trigger
Instant
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Ticket Status Changed
Triggers when ticket changes status.
Trigger
Instant
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- Requester emailRequired
- Requester name
- Ticket subjectRequired
- Message textRequired
- Requester author
- Ticket priority
- Assigned team
- Private message
- Tags
- People in the loop
- Ticket followers (agents)
- Upload transaction ID
Action
Write
- IDRequired
- Ticket followers (agents)Required
Action
Write
- Ticket ID
Action
Write
- ID
- Requester email
Action
Search

About HelpDesk

HelpDesk is a ticketing software for effortless customer support

Learn more

Related categories

Customer Support

About Slack

Slack is a platform for team communication: everything in one place, instantly searchable, available wherever you go. Offering instant messaging, document sharing and knowledge search for modern teams.

Learn more