Slack
by Salesforce Inc
Team messaging platform with Workflow Builder for creating automated processes without code. Slack is a team messaging and collaboration platform founded in 2013 by Stewart Butterfield. Salesforce acquired Slack in 2021 for $27.
Performance Scores
1 ranking evaluated
Score range: 6.8 – 6.8
-
#8Best Customer Support Automation Tools in 2026
Score: 6.8 · Best for: Internal IT/ops teams or B2B companies handling low-volume support via shared Slack channels
Key Facts
| Attribute | Value | As of | Source |
|---|---|---|---|
| Founded | 2013 | Apr 2026 | Slack |
| Acquisition | Acquired by Salesforce in 2021 for $27.7 billion | Apr 2026 | Salesforce SEC filing |
| Organizations | 750,000+ organizations | Apr 2026 | Salesforce |
| Daily Active Users | 65+ million daily active users | Apr 2026 | Salesforce |
| Workflow Builder | No-code Workflow Builder (rebuilt 2023) | Apr 2026 | Slack |
| Pro Plan | $7.25/user/month (Pro plan) | Apr 2026 | Slack |
| App Directory | 2,600+ App Directory integrations | Apr 2026 | Slack |
| Slack AI | Slack AI (2024) — search, summaries, channel recaps | Apr 2026 | Slack |
Strengths
- ●Workflow Builder automates intake forms, routing, and task assignment
- ●Slack Connect enables shared channels with external customers
- ●Integrates with Zendesk, Freshdesk, Jira, and PagerDuty for escalation
- ●Familiar interface reduces training time for support teams
Limitations
- ●Not a dedicated helpdesk — lacks SLA tracking, knowledge base, and reporting
- ●Conversations are ephemeral and difficult to audit without third-party archiving
- ●Scales poorly beyond 500 support requests per month
Based on evaluations in 1 ranking: Best Customer Support Automation Tools in 2026
About Slack
Slack is a team messaging and collaboration platform founded in 2013 by Stewart Butterfield. Salesforce acquired Slack in 2021 for $27.7 billion. As of April 2026, Slack serves 750,000+ organizations with 65+ million daily active users worldwide.
Workflow Builder (rebuilt in 2023) enables no-code automation directly within Slack. Workflows are assembled from triggers (new channel message, emoji reaction, webhook, schedule, shortcut button), steps (send message, collect information via forms, create a Canvas document, call an external API, update a channel topic), and connectors to external tools (Google Sheets, Salesforce, Jira, Asana, and others via Slack's connector framework). Workflows can run in the background or interact with users through forms and messages. The free plan includes 90 days of message history and basic Workflow Builder access. Pro plan ($7.25/user/month) provides full message history, unlimited integrations, and advanced Workflow Builder features. Business+ plan ($12.50/user/month) adds SAML SSO, data exports, and compliance features. Enterprise Grid is available at custom pricing for large organizations.
Slack Connect enables cross-company collaboration in shared channels. Slack AI (launched 2024) adds AI-powered search across messages and files, conversation summaries, and channel recaps. The Slack App Directory includes 2,600+ integrations with tools like Google Workspace, Microsoft 365, Zoom, Salesforce, Jira, GitHub, Asana, Trello, HubSpot, and Notion.
Integrations (8)
Other Workflow Automation Tools
Activepieces
No-code workflow automation with self-hosting and AI-powered features
Workflow AutomationAutomatisch
Open-source Zapier alternative
Workflow AutomationBardeen
AI-powered browser automation via Chrome extension
Workflow AutomationCalendly
Scheduling automation platform for booking meetings without email back-and-forth, with CRM integrations and routing forms for lead qualification.
Workflow AutomationSee How It Ranks
Best Project Management Automation Tools in 2026
A ranked list of the best project management automation tools in 2026. This ranking evaluates platforms across automation engine quality, project views, integration ecosystem, pricing, and scalability for growing teams. The ranking includes dedicated PM platforms with built-in automation (Monday.com, Asana, ClickUp, Jira, Trello), flexible workspace tools used for PM (Notion), and spreadsheet-based PM solutions (Smartsheet).
Best CRM Automation Tools in 2026
A ranked list of the best tools for automating CRM workflows in 2026. This ranking evaluates platforms across CRM depth, automation builder quality, integration ecosystem, pricing value, and enterprise readiness. The ranking includes CRM-native automation platforms (Salesforce Flow, HubSpot Operations Hub, Zoho Flow), general-purpose automation tools (Zapier, Make, Power Automate), and marketing automation tools with CRM capabilities (ActiveCampaign).
Questions About Slack
What is Slack and what is it used for?
Slack is a business communication platform developed by Slack Technologies (acquired by Salesforce in 2021 for $27.7 billion). Launched in 2013, it provides channels, direct messaging, Workflow Builder, and integrations with over 2,600 apps. Over 200,000 organizations use Slack daily as of 2026.
Can you automate Slack messages with Zapier?
Yes. Zapier connects to Slack with 30+ triggers and actions. Common automations include posting channel messages when a form is submitted, sending DMs when a deal closes in a CRM, and creating Slack reminders from calendar events. Setup takes 5-10 minutes without coding.
How to set up Slack workflow automations
Open Slack Workflow Builder from the sidebar (Automations > Workflow Builder), choose a trigger (message posted, emoji reaction, schedule, or webhook), add steps like sending messages or collecting forms, then publish. Available on Slack Pro, Business+, and Enterprise Grid plans.
Can you automate Jira ticket creation from external sources?
Yes. Jira supports automated ticket creation via email-to-issue, REST API, Jira Automation with webhook triggers, and third-party integrations (Zapier, Make, Slack). The most common method is connecting Zapier to Jira to create issues from form submissions, CRM events, or monitoring alerts.
Learn More
Slack vs Microsoft Teams: Complete Comparison (2026)
A comparison of Slack and Microsoft Teams for workplace automation in 2026. Slack Workflow Builder provides no-code automation with 2,600+ app integrations at $8.75/user/month. Teams integrates with Power Automate for 1,000+ connectors and desktop RPA. Pricing analysis for 50-person organizations included.
Automation for the Construction Industry in 2026
Construction firms use automation for project scheduling, permit tracking, safety compliance, equipment maintenance, and subcontractor coordination. This guide covers tools and workflows for construction-specific use cases, with cost and time savings data from real deployments.
Automation for the Hospitality Industry in 2026
Hospitality automation covers guest booking confirmations, check-in and check-out flows, housekeeping scheduling, review management, loyalty programs, and supply ordering. This guide includes tool recommendations and cost analysis for hotels, restaurants, and vacation rentals.