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Slack Notifications

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, go to Settings > Integrations and click Connect 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 is active.

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

Notification types

Once connected, you can configure notification destinations in two places:

  • Settings > Notifications for personal alerts. Supports all five notification types listed below.
  • Settings > Workspace Notifications for team-wide alerts. Supports only Ticket opened and New reply on any ticket, since the other three are inherently personal.

The following notifications are available:

  • Ticket opened: Sent when a new ticket is received or an existing ticket is reopened, showing the subject, sender name, and email.
  • New reply on any ticket: Sent when a contact replies to any ticket, including a preview of the message.
  • Ticket assigned to me: Sent when a ticket is assigned to you, showing who made the assignment.
  • Mentioned in a private note: Sent when someone @mentions you in an internal note on a ticket.
  • New reply or private note on a ticket I'm assigned to: Sent when a contact replies, or a teammate leaves a private note, on a ticket you are assigned to.

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 integration

To disconnect, go to Settings > Integrations and click Disconnect on the Slack card. 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.