How to create a Slack workflow

This guide walks you through creating a custom Slack Workflow that receives webhook alerts from the Slack Notifications app for Zendesk. The app lets your team receive alerts in Slack when a Zendesk view exceeds a defined ticket threshold.

1. Open Slack workflow builder

• In your Slack workspace, go to the top left corner, click your workspace name, and choose Tools & settings > Workflow Builder.

  

• Click the + New Workflow button in the upper right corner of the Workflow Builder and select Build workflow.

  

• In the new window for the new flow, click on Choose an event and select the option From a webhook from the list of events in Slack. 

2. Define variables for the new workflow

Slack will now ask you to define the variables that the webhook will send. These variables allow your Slack messages to be dynamic and contextual.

Create the following variables:

To add each variable:

1. Enter the variable name in the Key field.
2. Click Done to save it.
3. Repeat by clicking Start with the webhook again and selecting Set up variables to add the next one.

   

Once all variables are added:

• Click Start with the webhook again and scroll to the bottom.
• Copy the generated Webhook Request URL.

Note: You’ll need to paste this URL into the Slack Notifications app in Zendesk when configuring a view.

3. Add a message for the Slack channel

1. After setting up the webhook, click + Add Step.
2. Choose Send a message.
3. Select the Slack channel where you want the alert to be posted.
4. Compose your message using the defined variables, then click Save.

You can include:

• Emojis (🎯, 🔥, ⚠️)
• Slack markdown for formatting (bold, italic, etc.)
• Links
• Dynamic values using variables like {count} and {threshold}

Note: If you want different messages for different Zendesk views, create separate workflows with different webhook URLs.
If the message content is the same, you can reuse the same webhook URL in multiple view configurations.

4. Publish the workflow

1. Review your steps and click “Publish” to activate the workflow.
2. You’re done! Your Slack channel is now ready to receive alerts from Zendesk via the Slack Notifications app.

What Happens Next?

Once you've pasted this Webhook URL into your Zendesk app view configuration and set your threshold, the app will begin monitoring.

• When the number of tickets in a view exceeds your threshold, a message will be sent to Slack using this workflow.
• The message will include the count, threshold, and a direct link to the Zendesk view.

Need help testing or linking this to your app? Go back to the Installation Guide for final steps.
 

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