Etleap: Slack and Zendesk Support for High-Touch Collaboration
When Atlassian sunset Halp, Etleap needed a replacement that could mirror Slack conversations with their Zendesk tickets, without disrupting customer workflows.
Conclude delivered a smooth migration, Slack-native ticketing, and responsive support that keeps Etleap’s high-touch business running seamlessly.
Conclude is perfect for high-touch, collaborative support. We can be in Slack with our customers, while still tracking everything in Zendesk.
The Challenge
Etleap acts as an extension of customer data teams, providing technical, high-touch support. That means meeting their enterprise customers in Slack while tracking tickets in Zendesk.
When Halp was discontinued, Etleap faced the risk of:
- Disrupting a proven Slack-first support model
- Running duplicate ticketing systems during migration
- Increasing context switching for engineers delivering support
The company needed a tool that could slot in with minimal friction and preserve customer workflows.
We were worried migration would create duplicate tickets, but it ended up being very straightforward.
The Solution
Etleap selected Conclude to replace Halp, ensuring seamless Slack–Zendesk integration and continuity of service.
- Smooth migration – completed in 1–2 weeks with no disruption to open tickets
- Slack-native workflows – engineers and customers continue conversations in Slack, while Conclude mirrors tickets to Zendesk
- Simplified Zendesk setup – removed custom triggers required under Halp
- Responsive support – direct access to Conclude’s team whenever questions arise
Our customers didn’t notice the change, and that’s exactly what we wanted. Their workflows stayed the same, and support just kept running.
Benefits
- No disruption for customers – workflows stayed the same, maintaining the “extension of your team” experience
- Tooling that stays out of the way – engineers minimize context switching between Slack and Zendesk
Improved visibility – tickets automatically link back to Slack threads for easy reference - Reliable partner – responsive support and openness to feedback, unlike larger enterprise tools
Conclude keeps our support team running smoothly. It stays out of the way in a good way and helps us focus on solving customer problems.
Recommendation
Etleap recommends Conclude for companies delivering collaborative, high-touch support, where being embedded in customer Slack conversations is part of the value.
When issues do come up, the Conclude team responds immediately. You’re not stuck on a backlog waiting months for fixes like with bigger enterprise tools.
