Slack Notifications

Send targeted alerts from Zendesk to Slack

Customer service teams rely on Slack to stay up-to-date, especially in fast-paced support environments - getting alerted, especially on your mobile device, helps teams to react before a situation becomes critical. Zendesk doesn't offer a native way to send contextual notifications to Slack based on support activity.
Slack Notifications by Knots fills this gap. Whether you want to be alerted when a ticket queue gets too long, when high-priority customers write in, or when internal triggers go off, this app makes sure the right people in Slack are notified immediately. Messages are fully customizable and routed to the right channels, ensuring your team never misses important updates again.

💡 Good to know: All knots solutions are GDPR and HIPAA compliant. Customer data is never stored.

Key Features

• Trigger Slack alerts from Zendesk: Send notifications when ticket views exceed thresholds, tags are added, or triggers fire.
• Target the right Slack channels: Route messages to specific teams or stakeholders based on ticket conditions.
• Customize Slack messages: Include ticket ID, requester name, SLA status, or any field – and format messages with clear structure.
• Monitor external systems too: Use data from other tools (e.g., CRMs, monitors) to power Slack notifications through Knots Studio.
• Support both polling and events: Choose between periodic checks or real-time alerts – depending on your business needs.

Real-World Applications

• Support team load management: Notify leads when certain queues exceed limits, to trigger immediate action.
• Escalation workflows: Alert your escalation channel when tickets are tagged as urgent or VIP.
• Proactive incident communication: Alert DevOps or IT via Slack when outage-related tags appear.
• Customer success coordination: Notify account managers when high-priority clients contact support.
• HR/IT workflows: Route internal ticket updates (e.g. from Zendesk Employee Suite) to the responsible departments via Slack.

Technical Capabilities

• Integrates with Zendesk via API

• Connects to any system with an API (CRM, monitoring, etc.)

• Supports polling and webhook/event-based triggers

• Fully customizable message logic through Knots Studio

• Limitation: The rate of alerts depends on the sending system.

Perfect Additions

• Use with OCR for PDF and Scanned Documents to extract information from image-based attachments and include it in your Slack alerts.
• Combine with Process Excel, Process CSV, and Process DOCX to turn file attachments into structured ticket data – and trigger alerts based on what’s inside the files.
• Pair with AI Ticket Autofill to automatically populate tickets fields before pushing critical updates to Slack.

Getting Started

1. Install the app and start your free 14-day trial.

2. Define your trigger logic in Zendesk or Knots Studio.

3. Pick the Slack channels and message content you want.

4. Enjoy faster, more transparent team communication – without leaving Zendesk.

If you have any questions, please feel free to contact us at zendesk@knots.io.