Every Zendesk ticket gets its own Slack channel or thread. No tab switching.
Stop chasing escalations across Slack DMs. Slack Escalations gives every complex ticket a dedicated Slack channel — or an escalation thread — accessible right inside the Zendesk ticket sidebar. Agents stay in Zendesk. Engineers, managers, and vendors work in Slack. Both sides see the same real-time conversation. Nothing gets lost.
Up and running in minutes. Productive from the first escalation.
One admin setup. Every agent on your team gets the full experience immediately.
Connect once
Admin installs the app and authorises it with Slack via OAuth. No per-agent setup required. Choose Dedicated Channel or Shared Escalation Channel mode — switch any time.
Escalate in one click
Agent opens any ticket and clicks Start Escalation in the sidebar. A private Slack channel — or a thread in the shared escalation channel — is created instantly, with ticket context posted automatically.
Collaborate in real time
Agents reply from the Zendesk sidebar. Engineers and managers reply in Slack. Both sides see the same conversation at the same time. No tab switching. No context loss.
From DM chaos to structured escalation
- Agent copies the ticket link into a Slack DM — one person gets it
- Engineers reply in three separate threads; nobody knows which has the fix
- Manager is in a different DM; customer success is in another
- Resolution sits in a private DM, invisible to the agent and the ticket
- Ticket stays open while the team hunts for who said what and where
- One click creates a private Slack channel or thread named after the ticket — the whole team is in
- Agents read and reply to the Slack conversation from inside the Zendesk ticket sidebar
- Ticket context is posted the moment escalation starts — no briefing required
- @mention a Slack usergroup and every member is batch-invited in one action
- One canonical conversation — every message and decision lives in one place, anchored to the ticket
Everything you need
Built for real support team workflows. Every feature designed for speed and clarity.
One click. Ticket context in Slack. Team assembled.
Hit Start Thread and a thread is created in your shared escalation channel — or a private Slack channel if you use Dedicated mode — with the ticket subject and description posted automatically. No copy-paste, no manual setup. The whole team joins with full context from the first message.
Dedicated channels or shared threads. Your call.
Connect Slack once and choose the mode that fits your team. Dedicated Channel creates a private Slack channel per ticket. Shared Escalation Channel posts every ticket as its own thread inside one channel your team already uses — ideal for organisations that restrict channel creation. Switch modes any time without affecting existing escalations.
Right channel. Every time. Automatically.
Define up to 25 condition-based routing rules that send each escalation to the right Slack channel based on ticket properties — group, priority, tags, or any custom field. No manual channel selection, no routing mistakes. Available on the Advanced plan.
Your team. Your rules. Full control.
Restrict who can start escalations, join channels, or change settings — by Zendesk role or custom role. Set it once and every agent operates within the guardrails automatically. Governance without friction. Available on the Advanced plan.
Built to the last detail
In-Sidebar Chat Panel
Read and reply to the full Slack conversation from inside the Zendesk ticket. No tab switching, ever.
One-Click Escalation
Start Escalation creates the channel or thread and posts ticket context in under two seconds.
Auto-Swarm Groups
Configure Slack usergroups to be auto-invited to every new escalation channel the moment it's created.
Two Escalation Modes
Dedicated Channel per ticket or Shared Escalation Thread — switch anytime without affecting existing escalations.
Audio & Video Clips
Record voice notes and short video messages from the sidebar — no third-party recording tools needed.
No Zendesk License for Collaborators
Engineers, product managers, and vendors participate via Slack without needing a Zendesk seat.
Rich Attachments
Share files, screenshots, config exports, and recordings directly in the escalation channel.
No Slack Admin Needed Daily
After the one-time admin setup, agents escalate and @mention collaborators without Slack admin privileges.
Smart Routing Rules
Automatically route escalations to the right channel based on ticket properties — up to 25 condition-based rules.
Role-Based Access Control
Restrict who can escalate, join, or manage channels by Zendesk role or custom role. Full governance without friction.
Built on trust. Open to your whole team.
Enterprise-grade security without friction. And collaboration that reaches every stakeholder — no extra licenses, no new logins.
Security
OAuth 2.0 Authorization
The Slack connection uses official OAuth 2.0. No passwords or tokens are stored by Taroo. The integration can be fully revoked from Slack's Connected Apps page at any time.
Private Channels, Always
Every dedicated escalation channel created by the app is private. No escalation is ever broadcast to a public Slack channel. Only explicitly invited members can see the conversation.
Minimal Permission Scopes
The app requests only the Slack permissions it needs — create channels, invite members, post messages. It cannot read DMs, access message history in existing channels, or act on behalf of individual users.
Admin-Controlled Configuration
Only Zendesk admins can connect the integration, choose the escalation mode, or configure Auto Swarm groups. Individual agents operate within the guardrails the admin defines.
No Customer Data Stored Externally
The app never persists customer data outside Zendesk. Slack channel names reference ticket IDs and subject lines only — no PII or ticket content is written to any external database.
Simple pricing
Start free, pay when you're ready.
The complete Slack escalation toolkit for your support team.
- Dedicated Slack channel per ticket
- Escalation threads in shared channels
- Auto-swarm — invite groups on channel creation
- Live audio & video recording
Intelligent routing and role-based governance for complex support orgs.
- Everything in Core, plus
- Smart routing rules (up to 25 condition-based rules)
- Role-based access control (by Zendesk role + custom roles)
Both plans billed monthly per agent · Cancel any time
The problem every Zendesk team knows
Right now, somewhere on your team, an agent is copying a ticket link into a Slack DM. An engineer is replying in one thread. A manager replied in a different one. Nobody knows which thread has the fix. The ticket sits open while the resolution hides in Slack — unanchored, invisible to the agent, disconnected from the work.
Slack Escalations ends that.
Every escalation gets a single shared space — a dedicated Slack channel or escalation thread — linked to the Zendesk ticket and accessible to everyone who matters. Agents work inside Zendesk. Engineers and managers work in Slack. Both sides read the same conversation in real time.
Who this is for
Support teams using Zendesk and Slack for escalations, incidents, enterprise B2B cases, and any ticket that needs cross-team coordination to close. If your agents are in Zendesk and your engineers, managers, and vendors are in Slack, every complex ticket is already a coordination problem. This app solves it.
Prerequisites
- A Slack workspace where your team communicates (any paid or free Slack plan)
- A Zendesk admin connects the app to Slack once via OAuth — no per-agent authentication required
- For Shared Escalation Channel mode: invite the Taroo Connect bot to your channel with
/invite @Taroo Connectbefore verifying - Auto-swarm groups require a paid Slack plan (Pro or higher)
Two escalation modes
Dedicated Channel — a private Slack channel is created for each escalated ticket, named after the ticket. The whole team joins one focused channel per case.
Shared Escalation Channel — all tickets share one pre-configured Slack channel; each ticket gets its own thread inside it. Ideal for organisations that restrict channel creation or prefer a single escalation inbox.
Switch between modes at any time from the Preferences tab. Existing escalations are never affected.
Advanced plan features
The Advanced plan adds governance capabilities for support organisations that need more control over how escalations are handled.
Smart routing rules — define up to 25 condition-based rules that automatically determine which Slack channel an escalation goes to based on ticket properties such as group, priority, tags, or custom fields. No manual channel selection required.
Role-based access control — restrict escalation actions by Zendesk role or custom role. Control who can start an escalation, join an existing channel, or change escalation settings. Keeps your escalation workflow governed without slowing down individual agents.
Slack Escalations for Zendesk is coming soon
This app is not yet available on the Zendesk Marketplace.
Have questions? We're here to help.