5 Support Ticketing Tools for Serving Customers on Slack

Content Writer
April 3, 2023

Whether in a B2B or B2C setting, utilizing a support ticketing tool is essential for ensuring that customer issues are promptly resolved, and nothing falls through the cracks. However, in a B2B setting, losing just one high-ticket client due to poor customer support can significantly impact your bottom line.

To keep your B2B customers happy, meet them where they are; for many companies, that place is Slack. That said, managing multiple Slack channels and handling numerous requests can be challenging, and Slack doesn't lend itself well as a customer support tool.

Fortunately, the solution is integration. By integrating support ticketing solutions with Slack, businesses can provide exceptional customer support without forcing their customers to leave the platform.

In this article, we'll review the top five support ticketing solutions that can be integrated with Slack, considering their benefits and drawbacks. We'll also explore how Thena's supported integrations can turn Slack into a helpdesk packed with capabilities.


Zendesk is a cloud-based customer service software that helps businesses to manage and improve their customer support operations. It provides a unified platform for companies to handle customer inquiries, feedback, and support requests across multiple channels, including email, chat, phone, and social media.

Key benefits of Zendesk:

Intuitive user interface;‍

  • All-encompassing customer service suite;
  • Affordable pricing.

Underwhelming features:

  • Lacks more advanced analytics.

Zendesk-Slack Integration

When it comes to integrating Zendesk with Slack, you can choose between a native integration or using a tool like Thena. The native integration allows users to create and update Zendesk tickets and receive live notifications on Zendesk tickets within Slack. And not much more.

Conversely, Thena offers a comprehensive conversational ticketing system for a truly bi-directional support experience. With Thena, you can collaborate on tickets directly within Slack and improve your workflow.

Read more about Zendesk-Slack integration with Thena.

G2 Score: 4.3/5


Intercom is another support ticketing tool that combines AI-powered and human customer support. The platform lets businesses connect with customers in real-time via chat, email, and social media.

It also supports features such as team inbox, resolution and custom bots, and automated workflows, enabling businesses to scale their customer support.

Key benefits of Intercom:

  • Easy to install and use;
  • Strong AI chatbot capabilities;
  • Best suited for enterprise-size organizations.

Underwhelming features:

  • Not always links to old conversations with customers.

Intercom-Slack Integration

One of Intercom’s native app advantages is allowing your support agents to interact with your customers through Slack. However, a new channel kicks off whenever a request comes, making the native integration unsustainable as your business and incoming requests grow. It also doesn’t cater to customers who interact with you solely on Slack.

With a tool like Thena, you can set up the integration to facilitate basic bi-directional flows and more advanced settings for a unified customer experience.

Read more to learn about the benefits of Intercom-Slack integration with Thena.

G2 Score: 4.4/5


Next up is HubSpot—a cloud-based software platform that provides marketing, sales, customer service, and CRM tools for businesses of all shapes and sizes.

HubSpot's Service Hub is designed to help companies to improve customer satisfaction and loyalty. The platform supports a unified inbox, chatbots, and knowledge base, enabling businesses to provide personalized and efficient customer support.

Key benefits of HubSpot:

  • Self-onboarding;
  • Strong customization and workflow properties;
  • Robust reporting dashboards.

Underwhelming features:

  • On a pricier side.

HubSpot-Slack Integration

HubSpot connects with the Slack app to manage basic customer records and receive HubSpot notifications in Slack. It also allows additional tasks like reviewing and managing published marketing emails. That said, the integration is truly lacking in customer support capabilities.

Learn how Thena fills the HubSpot-Slack integration gap.

G2 Score: 4.4/5


Freshdesk is a customer service solution enabling businesses to offer excellent customer support regardless of size. It can convert inquiries from various channels, such as email, phone, web, chat, and social, into tickets and offers a unified platform for resolving them. 

The software also facilitates automated workflows, self-service, SLA management, and metric tracking, allowing businesses to manage their customer support operations efficiently.

Key benefits of Freshdesk:

  • User-friendly interface;
  • Robust multiple channel support features;
  • Good online resources library.

Underwhelming features:

  • Limited customization options.

Freshdesk-Slack Integration

Native Freshdesk API is lackluster, creating noise and hindering productivity just like other email ticketing systems. 

But Thena helps you take control of the entire ticket lifecycle, access Kanban boards for improved visual tracking, and even enable white-labeling and easy ticket escalation. As a bonus, your support team won't have to leave Freshdesk, and your customers can stay on Slack.

Check out our article on Freshdesk-Slack Integration with Thena.

G2 Score: 4.4/5

Salesforce Cases

And, last but not least, is Salesforce. This leading customer relationship management (CRM) platform allows businesses to manage sales, marketing, and customer service functions. 

Suitable for companies of different sizes, from startups to corporations, Salesforce is the world’s largest ecosystem that integrates with thousands of applications to help businesses solve challenges.

Salesforce Cases is a feature in Salesforce's customer relationship management (CRM) platform that lets companies track and manage customer inquiries and issues. You can create Cases from various channels, such as email, phone, social media, or web forms, and they can be assigned to specific agents or teams for resolution. 

Key benefits of Salesforce Cases:

  • Solid chatbot and instant messaging features;
  • Extensive community and library of resources;
  • Flexible and customizable.

Underwhelming features:

  • No freemium version

Salesforce Cases-Slack Integration

Customers often point out that native Salesforce integration with Slack is clunky, noisy, and doesn’t offer bi-directional capabilities, making it virtually impossible for customers and agents to communicate effectively.

Learn how Salesforce Cases integration by Thena addresses these shortcomings

G2 Score: 4.2/5

Why Your Customers Want Slack with for Customer Success

FeatureBenefitWhy Customers Love It
Real-Time Communication:Get answers and resolve issues quickly through real-time chat within Slack.No more waiting on hold or lengthy email exchanges. Customers can connect with support agents instantly and receive timely assistance.
Centralized Hub:Manage all communication (questions, requests, updates) in one convenient location - their Slack workspace.Eliminates the need to switch between different platforms or search through email threads. Customers have a clear history of their interactions with your support team.
Personalized Support:Leverage to personalize interactions based on customer data and past interactions.Customers feel valued and understood. can suggest relevant knowledge base articles, troubleshooting steps, or connect them with the most appropriate support agent.
Simplified Knowledge Sharing:Embed knowledge base articles, FAQs, and tutorials directly within Slack channels.Customers can find self-service solutions to common questions or troubleshooting steps without waiting for support agent assistance.
Proactive Engagement:Utilize to monitor customer conversations and identify potential issues or opportunities for proactive support.Anticipate customer needs before they escalate and address concerns before they become problems. This demonstrates a commitment to customer success.
Faster Issue streamlines workflows and automates repetitive tasks (e.g., ticket routing, status updates).Support agents can resolve issues quicker, leading to improved customer satisfaction and reduced wait times.
Improved Transparency:Customers receive real-time updates on the status of their inquiries or requests.They stay informed throughout the support process, fostering trust and confidence in your ability to resolve their issues.
Convenient Collaboration:Easily share files, documents, and collaborate with support agents within Slack.Simplifies communication around complex issues and facilitates a more efficient problem-solving process.
Seamless Integration:Integrates seamlessly with existing tools and workflows (e.g., CRM, billing systems).Customers don't need to learn a new platform to interact with your support team. They can leverage the familiar interface of Slack.
Fun & Engaging Environment:Slack provides a more casual and engaging communication experience compared to traditional email support channels.This can lead to increased customer satisfaction and a more positive brand perception.
Community Building:Participate in dedicated customer Slack channels for product updates, discussions, and peer-to-peer support.Fosters a sense of community, allows customers to learn from each other, and provides access to a wider knowledge base.
Multilingual Support:Leverage's real-time translation capabilities to overcome language barriers.Customers receive support in their preferred language, ensuring clear communication and eliminating potential misunderstandings.
Automated Feedback & Surveys:Utilize to automate post-interaction surveys within Slack.Gather valuable customer feedback in real-time to understand their experience and identify areas for improvement.
Sentiment analyzes customer conversations to gauge sentiment and identify potential dissatisfaction.Proactively address negative feedback and prevent customer churn.

Summing Up

Here you have it—five support ticketing tools which are leading solutions in the market. However, their Slack integrations are lacking in terms of capabilities and features. That’s why you might want to check out Thena.

Thena is the ultimate horizontal platform that integrates seamlessly with all those tools, allowing for bi-directional chat and effortless management of customer messages on Slack. With Thena, you can deliver lightning-fast responses, increase customer satisfaction and improve retention.

Request a free demo today to remove support barriers and start managing customers via their preferred channel.

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