The Slack integration in SuperOps makes IT support faster and more collaborative by bringing tickets and updates directly into your Slack workspace. Employees can raise requests naturally in chat, while technicians can manage and resolve issues without leaving Slack.
This guide will walk you through setup, explain how the integration works, and show you the key benefits for employees and technicians.
Setting up Slack in SuperOps
To get started, you’ll need to connect your Slack workspace with SuperOps. Here’s how you can do it:
1. Go to Settings > Marketplace > Other Integrations > Slack
Alternatively, you can also go to Settings > My Company > Support Channels > Instant Communication > Slack.
2. Once you’re there, you’ll see an Integrate button. Click on it to begin.
3. Next, you’ll be asked to sign in. You can click Sign in with OAuth and log in with your Slack account.
4. After logging in, you’ll be prompted to give permissions to SuperBot. SuperBot is the bridge that connects SuperOps with your Slack workspace, so make sure you allow the required access.
5. Now you’ll be asked to choose your channels:
You can select a Public Channel where employees will post their IT issues. Every new message here will automatically become a ticket in SuperOps.
You can also select a Private Channel where only technicians can see and manage tickets. This is your internal workspace to assign, update, and resolve issues.
NOTE:
To link a private/public channel, ensure SuperBot is added to it beforehand in Slack. Simply type "/add" and "choose add apps to the channel" as shown below.
2. Here, you'll see a list of all the Apps supported in your workspace. Click on the "Add" button next to the SuperBot.
6. Click Save to complete setup.
7. If you want to remove the integration, click on the ellipsis icon on the top right corner of the page and click ‘Remove Integration’.
Now, employees can simply type their problems into Slack, and your technicians will see them appear as tickets instantly in both Slack and SuperOps. No extra training or switching tools required.
💡 Things to Remember:
You can only enable one instant messaging app (Slack or Teams) at a time.
If you want to change the channels later, you’ll need to remove and re-add the integration.
If you remove the integration, any ongoing ticket syncs could be disrupted.
How Tickets Flow Between Slack and SuperOps
Once the integration is live, the flow is simple:
When a requester posts in the public Slack channel, SuperBot instantly creates that as a ticket.
2. The same ticket shows up in your technician’s private channel and inside the SuperOps platform.
3. Any updates you make in Slack (in the public/private channel) are reflected in SuperOps, and vice versa.
4. Along with text messages, you can also share attachments like images, documents, links, or videos (up to 20 MB) right from Slack, and they’ll sync to the ticket automatically in SuperOps.
This way, employees never need to leave Slack to raise an issue, while IT gets complete visibility and tracking in SuperOps.
⚠️ Important: Only tickets created in Slack (and updates to those tickets) appear in Slack. If a ticket is created via email or the service portal, you won’t see those in your Slack workspace.
Technician Actions in Slack
Once you’re in the technician’s private channel, you don’t have to jump back and forth between tools. You can:
Assign or reassign a ticket to someone else
Change the ticket status
Add a note for your team
Close the ticket
Start a private conversation with the requester
Trigger an approval flow if needed
This means you can handle most ticket actions right from Slack, while SuperOps keeps everything logged and in sync in the background. If you lack permissions for an action, you’ll see an error message.
Creating private conversations
Not every IT issue belongs in a public channel. If a requester/technician needs to share credentials, financial data, or anything confidential, you can spin up a private conversation.
When you choose Private Conversation while replying in SuperOps, a dedicated Slack channel is created automatically, named after the ticket ID.
2. You can add more requesters right then and there, and all messages in that private channel are marked with a lock icon inside SuperOps, so you know they’re secure.
This keeps sensitive exchanges private, while still tying them to the ticket for context and auditability.
📝 Note:
Once a member is added to a private channel, they cannot be removed.
Requesters must post a new message in the public channel to create a new ticket. Replies in an existing thread are added to the same ticket.
Collaborating with Side Conversations and Notes
Sometimes a ticket requires help from other teams. In those cases, you can start a side conversation. When you do, SuperOps automatically appends the previous chat history for context, and you can edit it before sending.
You can also add internal notes either from the SuperOps interface or directly in the private Slack channel.
👉Remember: Notes are visible only to technicians and not posted back to the public channel.
Closing Tickets via Slack
When you resolve an issue, you can close the ticket directly in Slack. If the requester keeps replying afterwards, their messages will still be recorded, but the ticket won’t reopen unless a technician chooses to change the status.
⚠️ Important: If your SuperOps setup has dependent fields as mandatory fields before closure, you’ll need to close the ticket from SuperOps instead of Slack.
Requesting and Managing Approvals in Slack
Some requests—like ordering new hardware or giving access to a new tool—require approvals. You can request those approvals right inside Slack.
Here’s how:
From the ticket, choose Initiate Approval.
Add the approver’s name and give them the context they need.
SuperBot will send them a Slack message with simple Approve or Reject buttons.
The approver can make a decision instantly, and SuperOps will log it automatically. You can also raise approvals directly from SuperOps or automate them with Runbooks, but no matter where you start, everything stays synced to Slack. This makes approvals faster, keeps decision-makers in the loop, and removes the need for email back-and-forth.
With Slack integration, IT support becomes part of your team’s daily conversations. Employees raise requests in the tools they already use, technicians can manage tickets without switching context, and approvals happen on the spot. Everything is synced, tracked, and auditable in SuperOps.