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Slack is a centralized instant messaging and collaboration platform that lets you unify all your organization’s notifications - from sales to product development, into one single searchable hub where you can deliberate and work with your team.
The HappyFox-Slack integration lets you to automatically push select ticketing events from HappyFox (new ticket creation, ticket assignment, category change, etc) instantly to any Slack channel of your choice.
Available Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus
Integration Overview
With this HappyFox-Slack integration, you can:
- Post Ticket-Related events (New Ticket, Agent Replies, etc.) instantly to a Slack channel of your choice.
- Create, respond and modify help desk tickets from within your Slack workspace. Learn more.
- Configure Smart rules to post condition-based notifications about tickets in your workspace's Slack channels automatically. Learn more.
- Search for external Knowledge Base articles using slash commands. Learn more.
Watch the Slack Integration Walkthrough 📽:
Installation Instructions ⚙️
- Log in to your HappyFox account as an agent.
- Navigate to Apps >> Chat >> Slack.
- Click "Install".
- In the subsequent screen, click the "Add to Slack" button.
- You will be asked to sign into your Slack account and authorize HappyFox. Choose a channel or DM to post HappyFox notifications.
- Click "Install". Once authorized, you will be returned to the app manage page.
- Voila! Your HappyFox account is successfully integrated with your Slack Workspace!
- Under "Basic Settings" you can verify your Slack Workspace name, workspace id and the "Integration Status".
Configuring Channel Notifications 🛎
- Post successful installation, you will be returned to the app manage page.
- Under the "Notify Slack" section, Map Slack channels to be notified for one or more ticketing events in chosen categories.
- List of currently supported ticketing events:
- New ticket creation
- Contact Reply
- Agent Reply
- Category Change
- Agent private note
- Assignee Change
- SLA breach
- Ticket Closure
- Multiple event notifications from multiple categories can be posted to a single Slack channel. By this way, agents can configure as many notification rules to different Slack channels in their organization's workspace.
- Don't forget to click the Save button.
Steps to install HappyFox HelpDesk in the private channel are:
1. Navigate to that channel in the Slack app.
2. Type /invite
3. Select “Add apps to the channel”
4. Confirmatory message will be shown after clicking on ‘Add’ button shown in the above screen.
Here's a sample Slack notification from HappyFox:
Disabling Slack Integration from HappyFox:
You can temporarily disable Slack integration if you want to pause the notifications to Slack channels.
- Go to Apps >> Chat >> Slack.
- Under "Basic Settings" disable the status toggle.
- Click "Confirm" to disable the Slack app.
Important Note ❗️:You can re-enable the integration with the same Slack account again. Disabling the integration 'will not' delete its configuration.
Unlinking Slack Integration from HappyFox:
You can permanently unlink existing Slack integration from your HappyFox account if you would like to link another workspace with your HappyFox account.
- Navigate to Apps >> Chat >> Slack.
- Under "Basic Settings" section click "Unlink" button.
- Click "Confirm" to unlink HappyFox Slack Integration.
