Slack integration


Integration setting

Usedesk integration with Slack allows you to get, edit and work on messages from Slack right in Usedesk.

To connect Slack to Usedesk:

1. Open the «Extensions» section and check if the Slack extension is enabled:

2. Go to the «Channels» section and click «Add Channel»:

3. Click on Slack:

4. In the locality URL of your workspace in Slack:

You can find the URL for your space by looking at your company name in the left corner of the Slack menu:

5. Log in to Slack:

6. Give Usedesk access to the workspace in Slack, pay attention to the «Allow» option:

7. Make sure the Usedesk app has appeared in Slack:

8. If there is no Usedesk application, add it:

9. Then the Usedesk application was added to the desired channels in Slack (you can add it both to private channels and open ones):

Done, the channel is connected!

Channel setting

To set up a channel, click on it:

By default, the channel is named the same as your work space in Slack. You can change the name if necessary:

Select the channels you collect in Usedesk:

If you connect to the Slack workplace, a new message channel will appear, from which you use the use in the Usedesk, if the channel in the Usedesk is enabled, you will need to configure the «Update channel list» parameter and check the box next to the new channel:

Don't forget to click on «Save» and also pre-add the Usedesk app to the new Slack channel.

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:

Go to the «Configuration» section:

Scroll to the bottom of the page and click on «Edit» in the Bot User section:

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:

And so — in the chat:

If Usedesk received a message from Slack but there is no start of a discussion in Usedesk for some reason (for example, the channel was connected later than the discussion started), the start of the discussion will be loaded with the first message. Example of a Slack discussion:

Slack supports sending documents, images, or video files. You can view an image or video both in the Usedesk interface and in the Slack interface.
Also Slack allows you to view documents without downloading.

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

You can filter tickets from Slack using channel 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