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Slack Escalations

Zendesk Slack integration for escalation management. Every ticket gets its own channel.

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호환:

Support

개발자

Taroo

About this app

Taroo — built for support and engineering teams

When a ticket needs engineering or management attention, your team copies the link into a Slack DM. The fix gets buried in a thread. The ticket stays open.

Slack Escalations gives every ticket its own dedicated Slack channel — created in one click from the sidebar. Agents stay in Zendesk. Everyone else stays in Slack. Both sides see the same conversation, in real time.

One-click escalation — a dedicated Slack channel is created instantly and opens inside the Zendesk sidebar

How It Works

  1. Connect Slack once — the admin authorises the app from the Preferences tab via OAuth.
  2. Choose your mode — Dedicated Channel per ticket, or Shared Escalation Channel with one thread per ticket.
  3. Escalate in one click — click Start Escalation from the sidebar. A channel or thread is created with full ticket context posted.
  4. Collaborate in real time — agents reply in Zendesk; collaborators reply in Slack. Both sides see the same conversation.
The escalation seed message in Slack — ticket subject, description, and a View in Zendesk button posted automatically when the channel is created

Key Features

  • Two escalation modes — private channel per ticket, or shared channel with one thread per ticket
  • Auto-swarm — Slack usergroups are automatically invited when a new channel is created
  • Full in-sidebar chat — read, reply, react, attach files, record voice notes and video clips
  • Smart routing rules — auto-route escalations by ticket tag, priority, or group
  • Role-based access control — restrict who can escalate, join, link threads, or reply
  • No Zendesk seat for collaborators — engineers and vendors join via Slack only
Real-time in-sidebar chat — agent sends a message, Slack collaborator replies, both sides see the same conversation

Who This Is For

Support teams using Zendesk and Slack for incidents, enterprise B2B cases, or any ticket that needs cross-team coordination to close.

Data & Privacy

This app transmits Zendesk ticket data to your Slack workspace via the Slack API to create escalation channels or threads and post the initial context message. No ticket content is stored by Taroo; all data stays within your Zendesk and Slack accounts, governed by your agreements with each platform. The Slack connection uses OAuth 2.0 — no credentials are stored by Taroo, and can be revoked from Slack's Connected Apps at any time. See our Privacy Policy.

Limitations

"Open in Slack" requires an active Slack session in that browser.

Questions? Reach us at support@taroo.in.

앱 세부 정보

설치 방법

Taroo — Slack Escalations for Zendesk

Get up and running in under 5 minutes. No complex setup — just install, connect Slack, and you're ready to escalate.

Step 1 — Install the app

Click Install on this page. The app is added to your Zendesk account immediately. No configuration is required at this step.

Step 2 — Open the app

Look for the Slack Escalations icon in the Zendesk left navigation bar and click it. The app opens on the Preferences tab.

The Slack Escalations icon in the Zendesk left navigation bar, and the Preferences tab open with the Connect with Slack button visible at the top — 1280×800px PNG

Step 3 — Connect your Slack workspace

Click Connect with Slack. A popup window opens. Sign in to your Slack workspace if prompted, then click Allow to grant the requested permissions.

The popup closes automatically when done. The header shows ✓ Slack connected.

The Preferences tab after connecting Slack — the green Slack connected badge is visible in the header and the escalation mode options are now active — 1280×800px PNG

Step 4 — Choose your escalation mode

  • Dedicated channel per ticket (recommended) — a private Slack channel is created for each escalated ticket. No additional setup needed.
  • Shared escalation channel — all tickets share one Slack channel; each ticket gets its own thread. Enter your channel name or ID — the bot joins automatically for public channels. For private channels, run /invite @Taroo Connect inside Slack first, then re-enter the name.

Step 5 — Save and escalate your first ticket

Click Save. Open any ticket, find the Slack Escalations sidebar panel, and click Start Escalation to create your first channel.

Optional settings on the Preferences tab:

  • Bot Display Name — the name the bot uses in Slack (default: Taroo Connect)
  • Channel Name Prefix — prefix for dedicated channel names (default: tc-, e.g. tc-12345)
  • Auto-Swarm Groups — Slack usergroups invited automatically to every new channel (requires Slack Pro or higher)

Need help? Contact us at support@taroo.in or visit taroo.in.

Note: If your Slack workspace requires admin approval for new apps, a workspace admin must approve Taroo Connect before Step 3 will complete.

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