Slack and Zendesk, read together
Zendesk holds the tickets: every question, complaint and request, with a requester, a status and a wait time. Slack is where the team actually talks: decisions, asks and updates in channels and threads, gone from view in a day. The ticket says "pending"; the thread about it in Slack has twenty messages, a workaround, and a promise to the customer that nobody wrote back to them.
Liaison reads Slack and Zendesk together, matches threads to tickets, and tells you which tickets are stuck in a conversation, what was promised, and which customers have heard nothing while the team talks.
Where Slack and Zendesk disagree
- Tickets escalated into Slack with no update in Zendesk since.
- Workarounds and answers agreed in a thread that never reached the customer.
- Customers waiting in Zendesk longer than the team's own threads about them.
- The same issue reported by five customers, discussed in five threads, counted once nowhere.
- Promises made in Slack about a fix date that the ticket does not carry.
Questions it answers across both
- “Which tickets are being discussed in Slack with no update to the customer?”
- “What did we promise this customer in the escalation thread?”
- “How many customers have the same issue the team is discussing right now?”
- “Which escalations are older than our own reply target?”
What Liaison does with Slack and Zendesk
- Matches Slack threads to Zendesk tickets and lists the tickets stuck in conversation with no customer update.
- Drafts the customer reply from what the thread agreed, in your voice, for you to send or approve once.
- Updates the ticket with the thread's decision, after you have approved that kind of update.
- Writes the daily escalation note: which tickets, how long waiting, what was promised.
What it reads and does in each
Liaison across Slack and Zendesk, set up with you, for $629 a month.
- Connects to Slack and Zendesk with access you grant and reads them as one record; nothing is replaced or re-entered.
- Does the routine work in your voice; each kind of work is approved once.
- Answers across both: what Slack says, what Zendesk says, and where they disagree.
On Professional we connect your tools, bring your data in and set up the first rules with you. Anything that moves money waits for your yes.
“Cut our month-end close from 4 days to 4 hours.” Marcus C., owner
$629 a month, or $500 a month on a 12-month term. Prefer to start on your own? Starter is $149 a month, self-serve, with a free trial first: 7 days, no card.
Questions
Does Liaison reply to customers in Zendesk?
It drafts replies in your voice and sends only the kinds you approved once. It never closes a ticket on its own.
Does it post in Slack?
It answers when asked and posts the updates you approved, such as the daily escalation note. Nothing else.
Which channels does it read?
The ones you give it access to. Private channels and DMs stay private unless you add it.
What does it cost?
Liaison starts at $149 a month. Professional is $629 a month and Team is $2,950 a month for up to five seats. Every plan works with the tools you connect.
See it on your own business.
Thirty minutes with us, on your own tools. Bring the thing that eats your evenings and watch it get handled from your own inbox, calendar and books.
Professional is $629 a month and we set it up with you. Starter is $149 a month, self-serve, with the free trial first: 7 days, no card. Every plan is on the pricing page.