Slack Integration
Receive notifications and interact with Core tickets directly from Slack
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
- Go to Settings > Integrations > Slack
- Click Connect to Slack
- Select your Slack workspace
- Authorize Core to access Slack
- You're redirected back to Core
- Configure notification settings
Permissions Granted
Core requests these Slack permissions:
- Post messages to channels
- Send direct messages
- Read channel membership
- Read and unfurl links to Core
- Add shortcuts and slash commands
Notification Configuration
Channel Selection
Choose where notifications appear:
- Go to Slack integration settings
- Click Notification Channels
- Map notification types to channels:
- New tickets → #support-queue
- SLA breaches → #alerts
- Escalations → #escalations
- Save configuration
Notification Types
Configure which events trigger Slack notifications:
| Event | Description |
|---|---|
| New Ticket | When a ticket is created |
| Customer Reply | When customer responds |
| SLA Warning | SLA approaching breach |
| SLA Breach | SLA has been exceeded |
| Ticket Assigned | Ticket assigned to user |
| Escalation | Ticket escalated |
| Ticket Resolved | Ticket marked complete |
Direct Messages
Customers or team members can message the Core Ticketing bot directly in Slack to create a ticket:
- In Slack, open a DM with the Core Ticketing bot
- Send a message describing the issue
- The bot confirms the ticket number and a link to view it
- All follow-up messages in the DM thread are added to the ticket
- 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:
- Go to Settings > Integrations > Slack > Users
- Find the Core user
- Select their Slack account
- Save the link
Interacting with Tickets
Rich Link Previews
When a Core ticket link is shared, Core shows the ticket number, title, status, and priority in Slack. The person sharing the link must map to an active Core staff member with permission to read tickets. If Core cannot verify that access, Slack receives a data-free card that links back to the ticket.
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:
| Command | Action |
|---|---|
/core ticket [ID] | View ticket details |
/core create | Create new ticket |
/core assign [ID] [@user] | Assign ticket |
/core status [ID] [status] | Change status |
/core search [query] | Search tickets |
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 | Purpose |
|---|---|
| #support-queue | All new tickets |
| #critical-alerts | High priority and SLA issues |
| #team-updates | Assignments and escalations |
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:
- Integration is connected (green status)
- Notification types are enabled
- Correct channel is selected
- Bot is invited to the channel
User Mentions Not Working
Verify:
- Users are linked correctly
- Slack permissions allow DMs
- User hasn't muted Core bot
Slash Commands Not Working
Ensure:
- Commands are enabled in settings
- User has Core permissions for the action
- Slack app is properly installed
Reconnecting
If connection is lost:
- Go to integration settings
- Click Reconnect
- Re-authorize in Slack
- 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:
- Disconnect in Core settings
- Remove Core app from Slack workspace
- Revoke in Slack admin settings