Installation guide for the Slack Notifications app

1. Install the app

1. Click this link to open the app in the Zendesk Marketplace.
2. Click the Install button on the right.
3. Select the Zendesk instance where you want to install the app.
4. Follow the redirection to your Zendesk Admin space. (Make sure you have admin rights.)
5. (Optional) Rename the app (default: "Slack Notifications") or set role/group restrictions as needed.
6. Click Install to finish the setup.

2. Access the app

1. Open your Agent Workspace:
   • Click the four-square icon at the top-right, then select Support.
2. In the Support Workspace, find the Slack Notification app icon on the left panel.
   • If it's not visible, click the three dots at the bottom left to locate hidden apps.
     

3. Log in or create a Knots account

On the Settings page, click Login to either:

• Create a new Knots account.
• Log in if you already have a Knots account.
   

  

4. Connect your Zendesk account

• Open the Slack Notification app.
• Select an existing Zendesk connector, then click Next.                  

  

• If no connector is available:
  • Click Create new connector and follow the setup steps.
  • You’ll be guided through creating a new connection to your Zendesk account.

  

5. Select the Zendesk view and add the Slack webhook URL

• After connecting Zendesk, you'll enter the Views Config section.
• Click Add view to start setting up the views
• In the View dropdown, select the Zendesk view you want to monitor.
• Paste your Slack URL into the provided field.
  (Follow the steps in this guide. This is a required step to enable Slack alerts.) 
• Set the Threshold — this is the minimum number of tickets required to trigger a Slack notification.
• (Optional) To monitor additional views:
  • Click Add View and repeat the steps above.
  • You may:
    • Use the same Slack URL for all views (if message content is identical), or
    • Create separate workflows using unique Slack webhooks (for customized messages).

      

6. Finalize configuration

• When you're done configuring views and Slack alerts, click Next.
• You’ll be prompted to activate the Slack Notifications app. Click Get started.       

  

• You’ll land on the app's home page.
• By default, the app runs on a cron schedule:
  • The app checks every 30 minutes during working hours. To view the current schedule, click Schedule in the upper-right corner.

• (Optional) To change run times (e.g., overnight, different time zones):
  • To access the Route settings, click on the gear icon in the upper-right corner.
  • Adjust the schedule and click Update route.

    

⚠️ Checking more frequently than every 30 minutes is not recommended due to API caching limits.

7. Test Your Configuration

To verify everything works as expected:

• In the app, click Run on your configured view.
• The app will execute a test notification — no need to add a payload.
• Check Slack to confirm the message appears as expected.

  

To find out more about the app, visit Slack notifications. 

If you have any questions or suggestions regarding this app, please reach out to us at support@knots.io or through our contact form.