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How to Integrate HelpDesk with Slack

 

Integrate your HelpDesk account with Slack to receive real-time notifications about new or updated tickets directly in your Slack channel. This help article walks you through creating an app in Slack, configuring OAuth permissions, and setting up the integration within your HelpDesk account.

 

Use Case

Imagine your support team frequently misses updates on urgent tickets. By integrating Slack with your HelpDesk account, ticket notifications are automatically sent to a specific Slack channel. This ensures that your team stays on top of tickets in real-time, improving customer satisfaction and team efficiency.

 

How does this integration helps you

• Real-Time Ticket Notifications: Get instant alerts on new or updated tickets directly in Slack, improving response times.
• Streamlined Communication: Centralize ticket management and communication in one place, reducing the need to switch between multiple platforms.
• Improved Team Collaboration: Keep your support team in sync with ticket updates by having all notifications in a shared Slack channel.

 

To Integrate Slack with HelpDesk

 

Step 1: Log in to your Slack account at Slack API Apps using your Slack credentials.

 

Step 2: Create a New App

• Click the "Create an App" button.

 

 

• Choose "From scratch."

 

 

Step 3: Set Up the App

• Enter the app name and select the development workspace.
• Choose the Slack channel where you want to receive Help Desk (HD) ticket notifications.

 

 

Step 4: Set Up OAuth & Permissions

• In the app dashboard, navigate to the "OAuth & Permissions" section in the left sidebar. 

 

 

Step 5: Add Scopes

• Under the "Scopes" section, find "Bot Token Scopes."

• Click on the "Add an OAuth Scope" button.

• Add the following scopes:

1. channels:read
2. chat:write
3. chat.write.public
4. groups:read

 

 

 

Step 6: Install the App to Your Workspace

1. Scroll down to the "OAuth Tokens for Your Workspace" section.

2. Click on the "Install App to Workspace" button.

3. Authorize the App and follow the prompts to authorize the app in your Slack workspace.

 

 

Step 7: After installation, locate the Bot User OAuth Token in the OAuth Tokens for Your Workspace section and copy this token for use in HelpDesk.

 

 

Step 8: Now log in to your ProProfs Helpdesk account.

 

Step 9: Go to Settings > Integration > Slack.

 

 

Step 10: Add a Slack Channel

• Click on the Add Slack Channel button 

 

 

• Enter the slack access token and select inbox, channel and save it:

 

 

Once Slack is integrated with your HelpDesk, your team will receive real-time notifications whenever a new ticket is created or an existing ticket is updated. 

 

That's all about Connecting Slack with HelpDesk. If you encounter any issues or have any questions, don't hesitate to reach out to our support team.