How to Update Zendesk Ticket Status for Slack Channel Message Using Pabbly Connect

Learn how to use Pabbly Connect to automate updating Zendesk ticket status based on Slack channel reactions. Follow our step-by-step guide for seamless integration. Follow this definitive guide to creating powerful automated workflows with straightforward, efficiency-focused solutions that save valuable time.

Watch Step By Step Video Tutorial Below

1. Accessing Pabbly Connect for Automation

To start automating the process of updating Zendesk ticket status based on Slack reactions, first access Pabbly Connect. You can reach it by typing the URL Pabbly.com/connect in your browser. Once on the homepage, you will see options to sign in or sign up for free.

If you’re a new user, click on the ‘Sign Up for Free’ button to create an account, which grants you 100 free tasks per month to explore the platform. Existing users can simply sign in to access their dashboards and workflows.

2. Creating a Workflow in Pabbly Connect

Once signed in to Pabbly Connect, navigate to your dashboard where you will find options to create new workflows. Click on the ‘Create Workflow’ button. A dialog box will appear asking you to name your workflow. Enter a name like ‘Update Zendesk Ticket Status for Slack Message’.

• Select the appropriate folder for your workflow, such as ‘Slack and Zendesk Automation’.
• Click ‘Create’ to proceed.

This will open two windows: one for setting a trigger (Slack) and another for the action (Zendesk). Understanding triggers and actions is essential, as the trigger will initiate the workflow based on specific events in Slack.

3. Setting Up the Slack Trigger in Pabbly Connect

In the trigger window, select Slack as your application and choose the ‘New Message’ trigger event. This event will activate the workflow when a new message is reacted to in Slack. Click on ‘Connect’ to establish a connection with your Slack account.

Choose to add a new connection and select the token type as ‘Bot’. After clicking ‘Save’, authorize Pabbly Connect to access your Slack account. Once connected, select the specific channel (e.g., ‘Finance Team’) where the message reactions will occur.

4. Filtering Reactions to Update Zendesk Ticket

After setting up the Slack trigger, you need to apply a filter to ensure that the workflow proceeds only if the reaction is a white check mark. Add a filter step in Pabbly Connect and set the condition to check if the reaction equals the white check mark.

• Use the mapping feature to insert the reaction data from the previous Slack trigger.
• Click ‘Save and Send Test Request’ to verify if the condition is true.

If the condition is satisfied, the workflow will continue to the next step where the ticket in Zendesk will be updated accordingly.

5. Updating Ticket Status in Zendesk

In the action window, select Zendesk as your application and choose the ‘Update Ticket’ action event. Click ‘Connect’ to link your Zendesk account with Pabbly Connect. If you have an existing connection, select it; otherwise, create a new one by entering your Zendesk credentials.

Map the ticket ID and subject dynamically using the data retrieved from the Slack message. Set the new status to ‘Solved’ and add any additional comments if necessary. Finally, click ‘Save and Send Test Request’ to update the ticket status in Zendesk.

Conclusion

In this tutorial, we demonstrated how to use Pabbly Connect to automate the process of updating Zendesk ticket statuses based on Slack channel reactions. This integration streamlines task management and enhances productivity by eliminating manual updates.