Slack Integration

Overview

The Slack integration brings Core notifications into your team's Slack workspace. Receive alerts for new tickets, SLA breaches, and customer replies. Interact with tickets without leaving Slack.

Customers can also message the Core bot directly in Slack to open a ticket, and the conversation continues in that same DM thread.

Setting Up

Prerequisites

• Slack workspace with admin access
• Core workspace with admin permissions

Connecting Slack

1. Go to Settings > Integrations > Slack
2. Click Connect to Slack
3. Select your Slack workspace
4. Authorize Core to access Slack
5. You're redirected back to Core
6. Configure notification settings

Permissions Granted

Core requests these Slack permissions:

• Post messages to channels
• Send direct messages
• Read channel membership
• Add shortcuts and slash commands

Notification Configuration

Channel Selection

Choose where notifications appear:

1. Go to Slack integration settings
2. Click Notification Channels
3. Map notification types to channels:
   • New tickets → #support-queue
   • SLA breaches → #alerts
   • Escalations → #escalations
4. Save configuration

Notification Types

Configure which events trigger Slack notifications:

Direct Messages

Customers or team members can message the Core Ticketing bot directly in Slack to create a ticket:

1. In Slack, open a DM with the Core Ticketing bot
2. Send a message describing the issue
3. The bot confirms the ticket number and a link to view it
4. All follow-up messages in the DM thread are added to the ticket
5. When a technician sends a customer-facing reply on the ticket, it is automatically delivered back to the user in the same Slack DM thread

User Linking

Automatic Matching

Core attempts to match users by email:

• If Slack email matches Core email, users are linked
• Notifications route correctly automatically

Manual Linking

Link users manually if emails differ:

1. Go to Settings > Integrations > Slack > Users
2. Find the Core user
3. Select their Slack account
4. Save the link

Interacting with Tickets

Notification Actions

Slack notifications include action buttons:

• View Ticket: Open ticket in Core
• Assign to Me: Take ownership
• Change Priority: Adjust priority
• Add Note: Quick internal note

Slash Commands

Use commands in any Slack channel:

Ticket Search

Search for tickets from Slack:

/core search server down

Results show:

• Ticket ID and title
• Status and priority
• Assigned technician
• Quick action buttons

Message Formatting

Rich Notifications

Slack notifications include:

• Ticket title and ID
• Company name
• Priority indicator (color-coded)
• Assigned technician
• SLA status
• Quick action buttons

Example Notification

🎫 New Ticket #12345
Server not responding

Company: Acme Corp
Priority: 🔴 Critical
Status: New
SLA: Response due in 15 minutes

[View] [Assign to Me] [Change Priority]

Channel Best Practices

Recommended Channel Structure

Channel Tips

• Don't over-notify: Choose channels carefully
• Use threads: Keep discussions organized
• Pin important tickets: Easy reference
• Archive resolved threads: Keep channels clean

Troubleshooting

Notifications Not Appearing

Check:

1. Integration is connected (green status)
2. Notification types are enabled
3. Correct channel is selected
4. Bot is invited to the channel

User Mentions Not Working

Verify:

1. Users are linked correctly
2. Slack permissions allow DMs
3. User hasn't muted Core bot

Slash Commands Not Working

Ensure:

1. Commands are enabled in settings
2. User has Core permissions for the action
3. Slack app is properly installed

Reconnecting

If connection is lost:

1. Go to integration settings
2. Click Reconnect
3. Re-authorize in Slack
4. Test notifications

Security

Data Shared with Slack

Core sends to Slack:

• Ticket titles and IDs
• Company names
• Status and priority
• Technician names
• Action URLs

What's Not Shared

• Full ticket descriptions (unless configured)
• Customer contact details
• Attachments
• Internal notes

Revoking Access

To remove the integration:

1. Disconnect in Core settings
2. Remove Core app from Slack workspace
3. Revoke in Slack admin settings

See also

• Integrations Overview
• Notifications
• Managing Tickets