Slack Integration

Chat with your users straight from Slack, and get notified when a new conversation is started from NeetoDesk.

Integrating Slack

1. Go to Admin Panel.

2. Under Integrations, click on Slack.

3. Click on Login To Slack.

4. Select an existing workspace or Add another workspace from the top right corner and click on Allow.

   

5. On successfully completing the authorization process, a message is sent by NeetoDesk app on Slack.

   

6. You'll be redirected to slack integration page with the message You are successfully connected to the slack-workspace.

   

7. The automation rule needs to be applicable on Tickets. Select slack-channel in Actions. For below example, neeto-cal channel i.e when ticket is created, it will be notified in neeto-cal slack channel.

   

Connecting a private Slack channel

By default, only public channels from your Slack workspace appear in the channel list when you set up an automation rule. To send ticket notifications to a private channel, add the NeetoDesk app to that channel in Slack first.

1. Complete the Slack integration steps above.

2. In Slack, open the private channel where you want ticket notifications to be delivered.

3. In the message box, type /add and select Add apps to this channel from the suggestions.

   

4. Find NeetoDesk in the list and click Install.

5. In NeetoDesk, go to Admin Panel > Automation rules and open the rule with the Message to Slack action, or create a new one.

6. Click the Refresh Slack channel list button next to the channel dropdown. The private channel now appears in the list, marked as private.

7. Select the private channel and save the rule.

Ticket notifications will now be delivered to that private channel.Tickets notification on Slack

Whenever a visitor starts a new conversation (and your automation rule is configured), conversation details are sent and synced to your selected Slack channel.

For messages sent from Slack, if the workspace user is present in NeetoDesk, then the conversation will be assigned to that user. If the Slack user doesn't exist in NeetoDesk, the conversation will be assigned to the user who authorized the Slack integration.

New messages from the same ticket are synced within the Slack channel's conversation threads.

Adding Notes in Slack

NeetoDesk allows you to add note using the tab. To add notes in Slack, start your message with NOTE: or Note:. Notes added in Slack will appear in NeetoDesk as notes (vice versa).