Use Cases
Common Use Cases
- New ticket alerts
- VIP customer notifications
- SLA breach warnings
- Ticket assignment notifications
Before You Begin
Prerequisites
- Zendesk account with API token
- Slack workspace
Walkthrough
Step-by-Step Guide
1
Connect Zendesk
Configure the Zendesk MCP Server with your subdomain and API token.
2
Connect Slack
Set up the Slack MCP Server.
3
Build Alert Logic
Monitor for new urgent tickets and post to the appropriate Slack channel.
async function alertNewTickets() {
const tickets = await zendesk.searchTickets({ query: "type:ticket status:new priority:urgent created>1hour" });
for (const ticket of tickets) {
await slack.sendMessage({
channel: "#urgent-support",
text: `🚨 Urgent ticket: *${ticket.subject}*\nFrom: ${ticket.requester.name}\n<${ticket.url}|View in Zendesk>`
});
}
}4
Add SLA Monitoring
Alert when tickets are approaching their SLA deadline.
Examples
Code Examples
typescript
SLA Monitor
async function checkSLAs() {
const tickets = await zendesk.searchTickets({ query: "type:ticket status<solved" });
for (const ticket of tickets) {
const hoursOpen = hoursSince(ticket.created_at);
const slaLimit = SLA_LIMITS[ticket.priority];
if (hoursOpen > slaLimit * 0.8) {
await slack.sendMessage({ channel: "#support", text: `⏰ SLA warning: *${ticket.subject}* - ${Math.round(slaLimit - hoursOpen)}h remaining` });
}
}
}Help
Troubleshooting
How do I avoid alerting on spam tickets?+
Can I auto-assign based on Slack reactions?+
Quick Info
DifficultyBeginner
Time Estimate25 minutes
Tools
Zendesk MCP ServerSlack MCP Server