Create, respond and modify tickets from Slack

HappyFox-Slack integration lets you to create, respond and modify HappyFox tickets from within your Slack application.

Applicable Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️ Enterprise Plus

Creating a New Ticket from Slack:

HappyFox's new ticket form inside Slack can be invoked in two ways:

• Slash command:
  • Use the command /happyfox new_ticket [message] to create a new ticket.
  • The above command can be called anywhere in your slack workspace.

• Message Action:
  • Click on More Actions on the top right of any slack message.
  • Click "Create a Ticket".
  • Note: This method works only on channels where "HappyFox App" is successfully added. 

• Global Shortcuts ⚡️
  • Click the ⚡️ icon next to the message area to open the global shortcuts menu. 
  • Under HappyFox Help Desk section, select "Create a New Ticket". 

Slack New Ticket Form - Explained:

The new ticket form is invoked whenever you try creating a new ticket through slash command or message action.

The form contains three basic fields:

• Category (Dropdown)
  • If the slack user invoking the new ticket form is not an agent in HappyFox, all public categories (Visible to contacts and agents) will be available for selection in the category dropdown.
  • If the slack user invoking the new ticket form is an agent in HappyFox, all the categories the agent has access to will be available for selection in the category dropdown.
  • If the slack user invoking the new ticket form is an agent and has the permission "create a ticket in any category", all active categories in the help desk will be available for selection in the category dropdown.
• Custom Fields
  • Dependent custom fields are not displayed.
• Subject (Line Text).
• Message (Text Area) (Prefilled from message action/slash command message).

Ticket creation notifications (Visible only to you)

• if you use slash(/)command to create a ticket - notification is sent to the channel itself.
• if you use global shortcuts -  a DM from the HappyFox app.

Responding to Tickets from Slack:

• Clicking "Add Reply" or "Add Private note" buttons in Slack Notification opens up the reply/private note window.
• Slack users can enter their response and click "Add" to finish responding to the ticket.
• Note: Maximum character limit is 3000 for ticket responses from Slack.

In order to respond to the ticket via a reply/private note the slack user must:

• be an agent in your HappyFox account.
• have "Add reply via agent panel” permission.
• belong to the ticket's category.
• have "Access unassigned or assigned to other agent's tickets" permission if the ticket under consideration is not assigned to the slack user/agent.

Modifying Ticket Properties from Slack:

• Clicking "Change Ticket Properties" button in Slack Notification opens up the reply/private note window.
• Only three ticket properties namely -  assignee, priority, and status can be modified from Slack.

In order to modify a ticket's property the slack user must:

• be an agent in your HappyFox account.
• have "Set tickets to completed behavior status” permission if the slack user wants to change the status to "Completed" behavior.
• have "Assign Tickets" permission if the slack user wants to assign the ticket to an agent.

Slack as a channel in HappyFox Reports:

Tickets created through slack form a reportable channel in HappyFox's Ticket inflow report. Tickets created through Slack  are recognized as separate ticket creation channels while crunching the report statistics.

Sample Inflow Report Static Widget: