Slack — Integration

Overview

Notify channels on new/urgent tickets, mention assignees, and take quick actions from message buttons without leaving Slack.

Capabilities

• Channel notifications (new, reassigned, breach-imminent)

• Interactive buttons: assign to me, add tag, change status, open in Desk

• Slash commands: /desk search, /desk new, /desk me

• Personal DMs for @mentions and watchlists

• Granular routing by queue, priority, and team

1. 1

   Step 1

   In Agent Desk → Settings → Integrations → Slack, click **Connect Workspace**.

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2. 2

   Step 2

   Approve OAuth scopes and select default alert channels.

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3. 3

   Step 3

   Create routing rules (e.g., #support-priority for P1 tickets).

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4. 4

   Step 4

   Invite the bot to channels and test /desk commands.

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Limitations

• Slack Free retention limits may hide older context.

• Enterprise Grid requires install per workspace.

FAQs

Pricing