Starting a Side Conversation in Slack with Zendesk

Introduction

This guide provides a step-by-step process for initiating a side conversation in Slack while using Zendesk. By following the instructions outlined here, users will learn how to send messages from Zendesk to a Slack channel and view the conversation in both platforms.

Step-by-Step Instructions

Initiate a Side Conversation

To get started, launch a side conversation in Slack within your Zendesk environment.

Let's start a side conversation in Slack

Select the Zendesk Channel

Next, select the appropriate Zendesk channel that is synced with your Slack account.

Then I'm going to pick the Zendesk channel that is synced

Compose Your Message

Type your message into the conversation box. For example, you can say, "Happy Friday to me."

And I'm going to say, happy Friday to me

Send the Message

After composing your message, click send. You will see the message appear in Zendesk.

And then you'll be able to see this actually popped up right here in Zendesk

Reply to the Conversation

You can also reply to the conversation directly from Zendesk. For instance, you might respond with, "I think it's a great day."

And I can reply and I can say, I think it's a great day

Confirmation of the Conversation

Finally, you will see a confirmation that your reply has been recorded in both the side conversation and the main ticket.

Conclusion

By following these steps, users can effectively start and manage side conversations in Slack while using Zendesk. This guide ensures that you can communicate seamlessly across both platforms, enhancing collaboration and support efficiency.