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Home > HappyFox Help Desk > Account Configuration > Integrations > Chat > Configure Slack Integration with HappyFox
Configure Slack Integration with HappyFox print icon

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:

  1. Post Ticket-Related events (New Ticket, Agent Replies, etc.) instantly to a Slack channel of your choice.
  2. Create, respond and modify help desk tickets from within your Slack workspace. Learn more.
  3. Configure Smart rules to post condition-based notifications about tickets in your workspace's Slack channels automatically. Learn more.
  4. Search for external Knowledge Base articles using slash commands. Learn more.

Watch the Slack Integration Walkthrough 📽:

 

 

Installation Instructions ⚙️

Permission Alert 🔐: You would need "Manage apps settings" managerial permission to install or configure Slack app for your HappyFox account.
  • 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".
Alert 🚨:  At this time, It is possible to integrate only one Slack workspace with a HappyFox account.

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.
Important note 📝 : By default, only public channels are displayed in the "To Channels" dropdown. Add "HappyFox Slack App" to any private channel to make the channel visible in the "To channels" dropdown.

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.
Warning ⚠️: You would be asked to delete any Smart Rules with "Post to Slack" action prior to disabling. Otherwise, you can disable with a simple confirmation.

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.

Alert🚨: Unlinking Slack app will delete your current integration configuration.
  • Navigate to Apps >> Chat >> Slack.
  • Under "Basic Settings" section click "Unlink" button.
  • Click "Confirm" to unlink HappyFox Slack Integration.
Warning ⚠️: You will be asked to delete any Smart Rules with "Post to Slack" action prior to unlinking. Otherwise, you can unlink with a simple confirmation.

 

 

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