The Ottspott Zendesk integration must be enabled.
"Ask visitor's phone number or email address" must be enabled.
Your Zendesk contact must have the same email address or phone number as the one entered by the website visitor. Your contact's phone number must be entered in the international format with the country code. (example for a US number: 16464744060)
When you have the Zendesk integration enabled , the Ottspott Phone Widget can match your visitor details with your Zendesk contact.
Slack notification with Zendesk contact matching:
In the Slack notification you will able to see the name of the matched Zendesk contact (example here "Client Ottspott"). You can click on the contact name and the Zendesk tab will open with the ticket view. You can see below the Slack notifiaction screenshot.
Also you have the number of open tickets for this contact.
The Zendesk tab when you click on the contact name :
Create a new Zendesk ticket inside Slack:
You can create a new Zendesk ticket direclty inside Slack.