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

Learn how to automate updating Zendesk ticket statuses from Slack messages using Pabbly Connect. Follow this step-by-step tutorial for seamless integration. This comprehensive guide reveals exactly how to connect your applications and automate repetitive tasks — accessible for professionals of all technical backgrounds.

Watch Step By Step Video Tutorial Below

1. Accessing Pabbly Connect for Integration

To begin automating the process of updating Zendesk ticket statuses based on Slack messages, first, access Pabbly Connect. You can do this by visiting the Pabbly Connect website and signing in with your credentials. If you’re a new user, click on ‘Sign Up for Free’ to create an account, which grants you 100 free tasks monthly.

Once logged in, you will be directed to the dashboard where you can view existing workflows or create a new one. For this integration, click on the ‘Create Workflow’ option, and name it ‘Update Zendesk Ticket Status for Slack Message’. Select a folder for organization, such as ‘Slack and Zendesk Automation’.

2. Setting Up the Trigger Event in Pabbly Connect

In this step, we will configure the trigger event in Pabbly Connect. Click on the trigger application and select ‘Slack’ as the application. For the trigger event, choose ‘New Message’. This event will activate whenever a new message is sent in Slack.

• Select ‘Add New Connection’ to connect your Slack account.
• Choose the token type as ‘Bot’ to receive channel messages.
• Click on ‘Connect with Slack’ and authorize access.

After establishing the connection, select the specific Slack channel, such as ‘Finance Team’, where the messages will be monitored. Click on ‘Save and Send Test Request’ to verify the integration. You should receive a response containing the latest message details from Slack, confirming that the setup is successful.

3. Applying Filter Condition for Reaction

The next step in Pabbly Connect is to apply a filter that checks for specific reactions on the Slack messages. Click on ‘Add Action Step’ and select the ‘Filter’ option. This filter will ensure that the workflow proceeds only if the reaction to the message is a ‘White Check Mark’.

• Set the filter type to ‘Equal To’.
• Map the reaction received from the previous step.
• Enter ‘White Check Mark’ as the value to trigger the next step.

Click on ‘Save and Send Test Request’ to test the filter condition. If the condition is true, the workflow will continue to the next action, which is updating the Zendesk ticket status.

4. Updating Zendesk Ticket Status Using Pabbly Connect

Now that the filter is set, we will proceed to update the ticket status in Zendesk. Click on ‘Add Action Step’ and select ‘Zendesk’ as the application. For the action event, choose ‘Update Ticket’. Establish a connection if not already done. using Pabbly Connect

Fill in the required fields to update the ticket. You will need to map the ticket ID and subject from the previous steps. Set the new status to ‘Solved’ to indicate that the task is complete. Optionally, you can add comments or tags to the ticket.

Map the ticket ID and subject dynamically. Select ‘Solved’ as the new status. Choose the ticket type and priority level.

After entering all necessary details, click on ‘Save and Send Test Request’. You will receive a confirmation that the ticket status has been updated in Zendesk. Check your Zendesk account to verify that the ticket appears in the ‘Solved’ section.

5. Conclusion

In this tutorial, we’ve successfully demonstrated how to use Pabbly Connect to automate the process of updating Zendesk ticket statuses based on reactions in Slack messages. By following the steps outlined, you can streamline your workflow and enhance task management efficiency.

This integration allows for seamless communication between Slack and Zendesk, ensuring that your team can keep track of ticket statuses without manual intervention. With Pabbly Connect, you can easily manage various applications and automate numerous tasks to boost productivity.