HelpDesk + Slack

Send Slack channel messages for new HelpDesk ticket messages

Stay informed about new messages in your HelpDesk tickets and collaborate promptly with your team by using this automation workflow. Whenever there's a new message in a HelpDesk ticket, this workflow will send a channel message in Slack, ensuring your team stays updated and can address the issue effectively. Keep your support team aligned and improve response times with this seamless integration.

When this happens...
New Message in a Ticket
Triggers when there's a new message in a ticket.
TriggerInstant
automatically do this!
Send Channel Message
Triggers when a new message is posted to a specific #channel you choose.
ActionWrite

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Supported triggers and actions

What does this mean?

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 whenever a new #channel is created.
Trigger
Instant
Try It
- Include Alias
Trigger
Instant
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- User Name
- Highlight Word
- Trigger for Bot Messages?
Trigger
Instant
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New Pushed Message
Triggers when you click the "Push to Zapier" button from a message in Slack.
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
- Zap Id
- File
- Thread
- Send Channel Message?
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

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
- Trigger for Bot Messages?
Trigger
Instant
Try It
- ChannelRequired
- Trigger for Bot Messages?
Trigger
Instant
Try It
- Channel
- User Name
- Shared
Trigger
Instant
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- ChannelRequired
- Trigger for Bot Messages?
Trigger
Instant
Try It
- Reaction
- Channel
- User
Trigger
Instant
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New User
Triggers when a new Slack user is created / first joins your org.
Trigger
Instant
Try It
- 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
- Raw Request User Info
- Api Docs Info
- 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

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 Help

Related categories

Team Chat

Similar apps

Related Zap Templates

Update Slack with channel messages when ticket tags change in HelpDesk

Send direct messages in Slack for new tickets in HelpDesk

HelpDesk + Slack

Send Slack channel messages for new HelpDesk ticket messages

New Ticket

Ticket Followers Changed

Ticket Priority Changed

Ticket Tags Changed

Update Ticket / Send Reply

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

Add Tags to Ticket

Upload Attachment During Transaction

File name

Find or Create Ticket

ID

Requester name

Requester author

Ticket priority

Assigned team

Private message

Tags

People in the loop

Ticket followers (agents)

Upload transaction ID

New Channel

New Team Custom Emoji

Include Alias

New Mention

User Name

Highlight Word

Trigger for Bot Messages?

New Pushed Message

New Saved Message

Add Reminder

Remind who?

Send Channel Message

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?

Create Channel

Set Channel Topic

Set Status

Status Text

Status Emoji

Expiration Time

Delete Message

Remove User from Channel

Find Public Channel

Get Message by Timestamp

Find User by Email

Return Raw Results?

Find User by Name

Return Raw Results?

Ticket Assignment Changed

New Message in a Ticket

Ticket Status Changed

Create Ticket

Requester name

Requester author

Ticket priority

Assigned team

Private message

Tags