Integrations

Slack

Overview

The Slack integration lets your team receive helpdesk notifications directly in Slack channels. Stay informed about new tickets, replies, assignments, and mentions without leaving your Slack workspace.

Connecting Slack

To connect Slack, navigate to Settings > Notifications and click Connect to Slack. You will be redirected to Slack's authorization page, where you grant There There permission to post messages to your Slack workspace. Once authorized, you will be redirected back and the integration will be active.

Only workspace owners and admins can connect or disconnect the Slack integration.

Notification Types

Once connected, you can configure notification destinations to send specific event types to chosen Slack channels. The following notifications are available:

  • New ticket received: Sent when a new ticket arrives, showing the subject, sender name, and email.
  • New reply: Sent when a customer replies to an existing ticket, including a preview of the message.
  • Ticket assigned to you: Sent when a ticket is assigned to a team member, showing who made the assignment.
  • Mentioned in a note: Sent when someone mentions you in an internal note on a ticket.
  • Reply on assigned ticket: Sent when a customer replies to a ticket that is assigned to you.

Each notification includes a View Ticket button that links directly to the ticket in There There.

Configuration Options

You can set up multiple notification destinations, each targeting a different Slack channel. For example, you might send all new ticket alerts to a #support-tickets channel while sending assignment notifications to a #support-team channel.

To add a destination, choose Slack as the channel type, select which Slack channel to post to, and pick the notification events you want to receive. You can test the connection by sending a test notification.

Disconnecting Slack

To disconnect, go to Settings > Notifications and click Disconnect Slack. This revokes the access token and removes all Slack notification destinations. Your notification history is preserved, but no further messages will be sent to Slack.