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Tickets from Slack and Teams

Turn Slack and Teams requests into tickets, followed in the same thread.

Settings → Chat intake

People ask for help in Slack and Teams already. Connect either one and those requests become tickets, followed in the same thread: the bot replies with the ticket, replies in the thread are added to it, and your team's public replies are posted back.

Connect

  • Connect → Slack. Pick the default project and the member new tickets are filed by, then Add to Slack.
  • Choose your Slack workspace and approve. If your Slack admin restricts apps, they approve it once.
  • Invite the bot to the channels where people ask for help: /invite @Helpdesk (the bot's name may differ).

Raising a ticket

  • Mention the bot with the request: @Helpdesk the VPN keeps dropping (Slack and Teams channels).
  • Message the bot directly (Slack DM, Teams chat): every new message is a request.
  • Slack only: react with :ticket: to anyone's message to raise it on their behalf (change or switch off the emoji in Manage), or type /ticket printer on 3 is jammed anywhere.
  • The first line becomes the title. Priority keywords from Email intake (Priority classification) apply here too.
  • The person who wrote the message is the ticket's customer, matched by their email. If the chat tool doesn't share an email, their name is noted on the ticket.

Following up

  • In a channel: replies in the ticket's thread are added to the ticket as comments.
  • In a Teams 1:1 chat (which has no threads): start a message with the ticket key, e.g. IT-12 it works now.
  • Your team's public replies on the ticket are posted into the thread. Internal notes never leave the helpdesk.
  • A ticket followed in chat is answered there, not by email as well.
A teammate can answer right in the thread too: if their Slack or Teams email matches an active member of this workspace whose role may comment, the reply is recorded as their own public comment. Anyone else's reply is recorded as the customer's.

Routing

Every ticket goes to the connection's default project unless its channel has a route (Manage → Channels that go to a different project). For Slack the list shows channels the bot has been invited to. For Teams it shows channels where the bot has been mentioned.

Troubleshooting

  • The bot doesn't answer in a Slack channel: invite it to the channel first. Slack only sends a bot messages from channels it is in.
  • Teams says "isn't connected yet": send it connect <code> with a fresh code from this page.
  • Needs reconnect: the app was removed or its access revoked. For Slack, use Add to Slack again in Manage.
  • Connect/Teams greyed out: the platform admin hasn't set up that app on this deployment yet.