Use Slack and Microsoft Teams

Available on: Starter, Growth, Pro, Enterprise. This feature is in beta: it is still being built and may change.

Slack and Microsoft Teams work with ChaosDesk in two ways:

• as a channel for an internal helpdesk: an employee posts in an intake channel and gets a ticket;
• for side conversations: an agent asks another team for help in Slack or Teams without the customer seeing it.

Slack also has a Create ticket message shortcut and a trigger action that posts into a channel.

Both use the ChaosDesk app (Slack) or bot (Teams), which you connect from Admin Center, Channels, Messaging, under Connect a channel.

Connect your workspace

• Slack: choose Add to Slack and approve the permissions in your Slack workspace.
• Microsoft Teams: choose Connect Teams. A Microsoft 365 admin gives consent for the ChaosDesk bot in your organisation. ChaosDesk needs no passwords or secrets from you.

Both are for administrators, and both come back with the workspace or organisation as a channel under Admin Center, Channels, Messaging. If someone removes the app in Slack, its channel shows as disconnected; Add to Slack again revives it. If a card is missing, the app is not set up on your installation yet.

Run an internal helpdesk

1. Open the channel in Admin Center, Channels, Messaging and pick the Helpdesk channels: for Slack, choose them from the list of channels the app can see; for Teams, paste the channel ids, one per line (from Get link to channel).
2. Invite the app (Slack) or add the bot (Teams) to those channels. Private Slack channels need the invitation first.

Then:

• a new message in an intake channel opens a ticket (in Teams, the post must mention the bot);
• replies in that message's thread become comments on the ticket;
• agents' public replies are posted back in the same thread.

Turn any Slack message into a ticket

Requires Starter or higher.

On any message in a channel the ChaosDesk app can see, open the message menu (More actions) and choose Create ticket. The message becomes a ticket with its author as the requester, and only you see the answer with the ticket number. Agents' public replies go into the message's thread, as with intake channels. Using the shortcut on the same message again does not create a second ticket.

Post to a Slack channel from a trigger

Requires Starter or higher.

1. Open Admin Center, Business rules, Triggers (or Automations) and add the action Notify Slack channel.
2. Enter the channel id (for example C0123ABCD, from the channel's details in Slack) or #channel-name.
3. Write the message. Ticket placeholders such as {{ticket.id}}, {{ticket.subject}} and {{ticket.url}} are filled in.

For a private channel, invite the ChaosDesk app to it first. Each rule run posts once, even if delivery is retried. Macros cannot post to Slack: use a trigger or an automation.

Start a side conversation in Slack or Teams

Requires Pro or Enterprise.

1. In a ticket, open Side conversations and choose New.
2. Under Send by, pick Slack or Microsoft Teams.
3. Enter the Slack channel id or Teams channel id, a subject and the message.
4. Choose Send.

ChaosDesk posts a thread in that channel. Replies in the thread come back to the side conversation and never reach the customer.

Related

• Side conversations
• Channels