Zendesk

Description Features Permissions Security & compliance

Zendesk Support is a beautifully simple CX solution for creating personalized service experiences for customers. Slack simplifies communication for employees and customers while streamlining your workflows to keep your team coordinated and working faster. Together, the Slack for Zendesk Support app was designed to bring all of your customer support interactions into a single place and help make customer service a team sport.With message actions for creating tickets and adding comments, Slack for Zendesk Support empowers your agents to deliver an amazing customer experience - every time and even more efficiently.* Update teams in Slack on support activity in Zendesk with trigger-based notifications. Customize notification content and the conditions under which they’re sent so teams get the right updates at the right times.
* Get real-time notifications on new and updated tickets delivered to any Slack channel - to make sure the broader team is connected to important customer issues.
* Deploy Answer Bot in Slack to enable self service.
* Connect agents to experts with Side Conversations.
* Simplified installation for your entire Slack workspace.This app is free with any Zendesk account subscription. See here for more information on our subscription pricing.By enabling this app, You agree to the Built by Zendesk Terms of Use

More ways to use Zendesk in Slack

Automate with Workflow Builder

Workflow Builder* lets you transform everyday processes into automations, without writing a single line of code. Add third-party tools such as Zendesk to workflows to manage work and processes from Slack, and use templates to get started quickly. Learn more about automations

Templates available for Zendesk:

Create Zendesk ticket from emoji reaction

Use emoji reactions to turn Slack messages into Zendesk tickets

*Workflow Builder is only available on paid subscriptions

Permissions

Zendesk will be able to view:

Zendesk will be able to do:

Review the details to better understand this app’s security practices. To learn more about assessing apps for your workspace visit our Help Centre.

General

Privacy & data governance

Data retention policy

Data is retained in a valid state as long as the app remains installed in a Slack Workspace. When the app is uninstalled, we soft delete the record and it remains archived within our database.

Data archiving and removal policy

In the event you would still like to have all your data completely removed, you can send an email to [email protected] and we will manually delete all appropriate records. For Side Conversations, Zendesk admins are able to manually delete the thread within Zendesk at any time by following the guidelines outlined below: https://support.zendesk.com/hc/en-us/articles/360002115087-Using-Slack-in-side-conversations

Data storage policy

All sensitive data (i.e. access tokens) remain encrypted at rest. No personally identifiable information is stored within our database and information is referenced and indexed using generated IDs such as Slack's user ID, team ID and Zendesk's account ID.

Data centre location(s)

United States, Ireland, Germany, Japan, Australia

Data hosting details

Zendesk is a fully AWS-deployed hosting model. We currently host Subscriber Service Data in the following AWS regions: - US East (Northern Virginia) - US East (Ohio) - US West (Oregon) - EEA (Ireland) - EEA (Frankfurt) - Asia-Pacific (Tokyo) - Asia-Pacific (Sydney) Please note that Zendesk only makes commitments on the Hosting location of Subscriber’s Service Data where Subscribers have purchased our Data Center Location Add-On (either a standalone purchase of the Data Center Location Add-On or where the Data Center Location Add-On is included within the purchased Service Plan). Please read the Regional Data Hosting Policy here to read about the exceptions to this commitment. To balance demand, improve performance, and provide the best service, we may move account data between regions without notice. If an account has purchased the Data Location Add-On, we will ensure that regional moves stay within the required country or legal boundaries. See more information about our data hosting here: https://support.zendesk.com/hc/en-us/articles/4408825765530-Data-Hosting-Locations-for-Your-Zendesk-Service-Data

Data hosting company

AWS

App/service has sub-processors

yes

Guidelines for sub-processors

https://support.zendesk.com/hc/en-us

App/service uses large language models (LLM)