The Basics
If you have a seperate Support and Customer Success teams, you should be using the support integration.
The support integration allows your team and/or customers to initiate support tickets from Slack, that bidirectionally sync with an external support tool like Zendesk.
Unlike a Conversational Ticket, a support ticket is synced to an external support system like Zendesk. Support tickets are visible in Slack to the customer with a status.
When the support team gets a new ticket synced to their support tool, they can respond without leaving their tool. That response will sync directly back to the Slack channel where the ticket was opened.
Here’s why this is powerful:
Have AI Link Documentation
Get support for your customer as quickly as possible when AI can link the relevant documentation.
Handoff Questions to the Support Team
If you’re a CSM or Account Manager wasting time shuffling messages between a customer and support, you can use the support integration to seamlessly handoff support questions to the support team, directly from Slack.
Consolidate Metrics in your Support System
Through the support integration, all support questions from Slack will sync to your Support Tool. This allows you to leverage all existing reporting and workflows you have setup for non-Slack support.
Allow Customers to stay in Slack
Support questions created through the Support Integration keep back and forth on support questions in Slack. This gives full visibility to the CSM or Account Manager on status in Slack.
Opening a Ticket
Customer Prompt
When a customer asks a message in Slack that looks like a support question, they can be prompted to optionally open a support ticket. Enable this setting and customize the message they see on the Settings Page.
Ticket Emoji
You can react to any message or thread with the 🎫 emoji to create a ticket.
Tag Support
The customer can tag @Your Company Support at anytime to kickoff a support
ticket.
Floating Bar
The floating bar is a message that stays “pinned” to the bottom of a channel. It stays pinned by constantly reposting itself at the bottom of the channel when new messages are sent in the channel.
The bar itself has a button that opens a modal with a form to kickoff a support ticket. These inputs can be mapped to fields in your support system.
This method of ticketing is the most forceful for your customer, as they will be reminded to open a support ticket with each message they send in the channel.
Responding from a Support Tool
When a support ticket is created, a synced ticket is created in your support system.
Messages posted in that support thread in Slack will be synced to your support system ticket, and vice versa.
Example of a conversation between someone in Intercom and a customer in Slack
You can enable more granular ticket data such as a ticket link and ticket ID to be visible in Slack.
Closing a Ticket
Support ticket status is synced between your support system and Slack.
Either your team or the customer can click the Close Issue button in Slack or
the support team can close the ticket from the support tool.
State will be reflected in both systems.
What a closed support ticket looks like in Slack.