6 best support ticketing tools for Slack in 2025

Whether in a B2B or B2C setting, a support ticketing tool ensures customer issues are resolved quickly and nothing slips through the cracks. In B2B especially, a single lost account can have a serious revenue impact.

That’s why forward-thinking teams are meeting customers where they already work: Slack. But while Slack is brilliant for real-time communication, it wasn’t built as a ticketing tool. Managing multiple customer channels without structure quickly becomes chaos.

The solution? Slack-native integrations that turn conversations into actionable tickets and help teams collaborate without leaving Slack.

Here are the 6 best Slack ticketing tools that are worth considering in 2025.

First of all, what is a support ticketing tool for Slack?

A support ticketing tool for Slack is software that transforms customer conversations in Slack into organized, trackable tickets your team can manage from start to finish. These tools centralize communication inside Slack and keep all requests in one place. 

They add structure through features like ticket assignment, prioritization, and progress tracking, ensuring no request gets lost or unanswered. For B2B teams, this leads to faster response times, clearer accountability, and a smoother customer experience without ever leaving Slack.

Why should you use a Slack ticketing tool rather than any other generic customer service solution?

Generic helpdesks can get the job done, but they often force your customers and team to work in separate systems. A Slack-native ticketing tool brings support into the same place your customers already collaborate, making the experience faster and more natural. Here’s why that matters👇

• Faster resolution: Customer requests raised in Slack are captured instantly, assigned to the right person, and resolved without switching platforms.

• Higher customer satisfaction: Customers get help in the tool they already use every day, without chasing emails or logging into portals.

• Stronger internal collaboration: Your team can discuss, escalate, and close tickets in Slack channels with full context, reducing miscommunication.

6 Best Slack ticketing support tools

1. Thena

Thena is the #1 Slack-native integration for B2B customer support, built to unify Slack, email, and chat into one seamless support hub. Unlike generic ticketing systems that simply push notifications, Thena was designed for B2B speed, context, and resolution—helping support teams solve issues right where they start.

Trusted by leading companies such as Amplitude, Vercel, and Metronome, Thena combines the collaboration power of Slack with AI B2B customer support. Its AI copilot proactively triages, routes, and even acts on insights before problems surface, freeing your team to focus on the cases that really matter.

Key features:

• Slack-native ticketing with bi-directional messaging

• Omni-channel integration across Slack, email, chat, and MS Teams

• AI-powered triage, routing, workflows, and sentiment analysis

• Team boards, groups, custom fields, and SLA management

• Knowledge base integration and branded help centers

• Real-time notifications, CSAT collection, and account tracking

• Easy setup with a free plan for up to 10 users

For modern B2B teams, Thena transforms Slack from a messaging app into a complete customer support headquarters.

👉 Get started with Thena for free

2. Zendesk

Zendesk is one of the most established customer service platforms, offering a unified way to manage inquiries across email, chat, phone, and social channels. Its intuitive interface and full-service suite make it a reliable choice for companies looking to scale customer support operations.

Key benefits:

• Intuitive user experience

• Comprehensive service suite across multiple channels

• Competitive pricing

Limitations:

• Analytics and reporting feel limited compared to newer platforms

Slack integration
Zendesk’s native Slack app allows teams to create and update tickets directly from Slack and receive live notifications as issues progress. However, the functionality stops there. To unlock true bi-directional collaboration inside Slack, many teams pair Zendesk with Thena, which enables conversational ticketing, workflow improvements, and smoother team collaboration.

3. Intercom

Intercom is a popular support platform that blends AI-powered automation with human customer service. It enables businesses to connect with customers in real time across chat, email, and social media, and supports features like a shared team inbox, custom bots, and automated workflows to help companies scale their support.

Key benefits:

• Quick to install and use

• Strong AI chatbot capabilities

• Well-suited for enterprise organizations

Limitations:

• Conversations don’t always link smoothly to past customer history

Slack integration
Intercom’s native Slack app lets agents reply to customer messages from within Slack, but each new request creates a separate channel. As volume grows, this quickly becomes difficult to manage and doesn’t work for customers who prefer to interact only in Slack. Teams looking for true bi-directional flows and advanced routing often add Thena on top of Intercom to unify conversations and streamline the experience.

👉 Learn more about Intercom-Slack integration with Thena.

4. HubSpot

HubSpot is a cloud-based platform best known for its marketing and sales tools, but its Service Hub extends into customer support with features like a unified inbox, chatbots, and a knowledge base. The goal is to improve satisfaction and loyalty by giving teams a complete view of each customer across touchpoints.

Key benefits:

• Easy self-onboarding

• Strong customization and workflow options

• Robust reporting dashboards

Limitations:

• Pricing can be high, especially as teams scale

Slack integration
HubSpot’s Slack app supports basic record management and notifications, along with some marketing-related tasks like reviewing published emails. However, its support functionality inside Slack is limited. Many teams bridge the gap with Thena, which enables bi-directional ticketing and customer support flows directly within Slack.

👉 Learn how HubSpot-Slack integration works with Thena.

5. Freshdesk

Freshdesk is a customer service platform that helps businesses convert inquiries from multiple channels—email, phone, web, chat, and social—into manageable tickets. It supports automation, SLA management, and self-service resources, making it a strong option for teams that want a straightforward, scalable solution.

Key benefits:

• User-friendly interface

• Strong multi-channel support

• Extensive online resources and documentation

Limitations:

• Limited customization options compared to other platforms

Slack integration
Freshdesk’s native Slack integration can feel noisy and doesn’t offer much beyond basic notifications. This often reduces productivity instead of improving it. By pairing Freshdesk with Thena, teams can take control of the entire ticket lifecycle inside Slack, track issues visually with Kanban boards, and even enable white-labeling and easy escalations. Customers stay in Slack, while your support team continues working seamlessly in Freshdesk.

👉 Explore Freshdesk-Slack integration with Thena.

6. Salesforce

Salesforce integrates directly with Slack to connect CRM data with team conversations. The integration allows you to search Salesforce records from Slack, share results in real time, and post messages both ways between Salesforce Chatter and Slack channels. This makes it easier to collaborate on opportunities, accounts, and customer issues without switching tools.

Key benefits:

• Direct access to Salesforce records from Slack

• Real-time collaboration across sales, service, and marketing teams

• Extensible through AppExchange apps and MuleSoft connectors

Limitations: 

• Setup and management can be complex for smaller teams

Slack integration
Salesforce’s native Slack integration often gets criticized for being clunky and noisy. It lacks true bi-directional communication, which makes smooth collaboration between customers and agents difficult.

Summing up

There you have it—six leading support ticketing tools that integrate with Slack. Each brings valuable capabilities, but most native Slack integrations remain limited, often offering not that much more than notifications or basic ticket creation.

That’s where Thena stands apart. As the only Slack-native platform purpose-built for AI B2B customer support, Thena integrates seamlessly with the tools your team already uses while enabling true bi-directional collaboration inside Slack. The result is faster responses, higher customer satisfaction, and stronger retention.

Ready to remove support barriers and serve customers where they already work?

👉 Request a free demo of Thena today.

FAQs

1. What is the best Slack ticketing tool for customer support in 2025?

For B2B teams, Slack-native platforms deliver the best results. Tools like Zendesk, Intercom, HubSpot, Freshdesk, and Salesforce offer Slack integrations, but most are limited to notifications or basic ticket creation. A dedicated solution like Thena stands out by enabling full bi-directional communication, AI-powered triage, sentiment analysis, and workflow automation. This makes Slack a complete support hub where teams can resolve issues faster, collaborate seamlessly, and improve customer satisfaction.

2. Can Slack be used as a customer support helpdesk?

Slack alone isn’t a helpdesk, but with the right integration, it can become one. Ticketing tools built for Slack convert customer conversations into structured requests with assignment, prioritization, and tracking. This gives teams real-time visibility, helps them collaborate more effectively, and ensures no issue slips through the cracks. For B2B companies, Slack is especially powerful since many customers already use it daily, making it a natural place to provide support.

3. Is there a free Slack ticketing solution for small teams?

Yes, several tools offer free tiers or trials for smaller teams. Slack-native solutions like Thena provide a free plan for up to 10 users, making it ideal for startups or growing businesses. Teams can capture customer requests directly in Slack, use AI to automate routing and workflows, and manage tickets without leaving the platform. As needs expand, upgrading is simple, but the free option makes it easy to get started with structured customer support.