# Etleap: Slack and Zendesk Support for High-Touch Collaboration

Slack to Zendesk ticketing that keeps support teams embedded with their customers

> See how Etleap used Conclude to connect Slack and Zendesk, delivering high-touch support to their clients

Canonical HTML page: https://conclude.io/customer-stories/etleap/
Published: 2025-09-25
Last updated: 2026-06-05

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When Atlassian sunset Halp, Etleap needed a replacement that could mirror Slack conversations with their [Zendesk tickets](https://conclude.io/product/support/), 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.
>
> — Matt Korus, Customer Experience Manager

## 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.