Slack integration
Content
Integration setting
Usedesk integration with Slack allows you to get, edit and work on messages from Slack right in Usedesk.
1. Open the «Extensions» section and check if the Slack extension is enabled:
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Channel setting
Do you need additional opportunities to improve support and automation indicators? Read about additional settings at the link.
In Slack, you can change the app's (bot) name from Usedesk to any other. To do that, click on Usedesk in the list of the apps and then on the arrow above:
Add your new bot name and click «Save changes»:
Integration opportunities
Processing messages from groups
All messages from channels connected to Usedesk will appear in Usedesk in both the «Tickets» section and the «Chat» section. The subject of the ticket will be the name of the channel from which the ticket came. This is how messages are written from Slack in the «Tickets» section:
Processing of personal messages
If some issue needs to be discussed privately, and not in groups, use private messages. To write a personal message in Slack, you need to click on the Usedesk application:
If a person used the «Reply» function, the system will show exactly which message he answered:
Personal messages from Slack come to Usedesk with the subject «Personal correspondence»:
Tickets filtering
If you need to filter more narrowly by the names of Slack channels to process incoming and statistics, you can set up automatic triggers that will assign the right tag depending on the subject of message. For example, the «marketing questions» tag if you have a marketing department channel in Slack.
Tag trigger example
An example of a working trigger