With the Slack integration, you can:
Allow employees to raise support tickets directly from Slack
Enable technicians to monitor and manage tickets from Slack channels
Receive real-time notifications about ticket activity
Before configuring the integration, ensure that:
You have administrator permissions in your Slack workspace.
The SuperOps app is installed in Slack.
Configuring the Slack Integration
To get started, you’ll need to connect your Slack workspace with SuperOps. Here’s how you can do it:
Navigate to Settings → Integrations → Slack in SuperOps.
Alternatively, you can also go to Settings > My Company > Support Channels > Instant Communication > Slack.
Click Sign in to your Slack account.You can click Sign in with OAuth and log in with your Slack account.
Authorize SuperOps to access your Slack workspace. 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.
Once authentication is complete, proceed with configuring how tickets will be created and managed.
Choose How Employees Can Raise Tickets
SuperOps allows you to configure how employees can raise support tickets through Slack. You can choose between two options depending on how your team prefers to communicate.
Option 1: SuperOps App (1:1 Messaging)
With this option, employees can raise support requests by sending a direct message to the SuperOps app in Slack.
When a user sends a message:
A ticket is automatically created in SuperOps.
Employees can collaborate with the support team through the private Slack bot conversation. Ensure that the bot is added under the slack app.
Technicians can manage and respond to the ticket from SuperOps.
Option 2: Employee Support Channel
This option allows employees to raise support requests by posting messages in a designated Slack channel.
When an employee posts a message in the selected channel:
The message is automatically converted into a ticket in SuperOps.
Technicians can track and manage the ticket within SuperOps.
To set this, you can follow the below steps:
Select Employee Support Channel. Ensure that the Superops bot has been added to the channels to get listed here.
Choose the Slack channel where employees can post their IT issues.
Save the configuration.
Selecting the Technician Channel
You can choose the private Slack channel where technicians will collaborate and monitor ticket updates.
In this channel, technicians can:
Receive updates about ticket activity
Collaborate with other technicians
Track conversations related to support requests
To set this, you can follow the below steps::
Select the private Slack channel where technicians will collaborate. Ensure that the Superops bot has been added to the channels to get listed here.
Click Refresh now if the channel list needs to be updated.
Save the configuration.
Configuring Slack Notifications
SuperOps can send notifications to Slack whenever specific events occur. To enable notification for this you can follow this article.
Saving the Configuration
Once you have completed the setup:
Click Save.
The Slack integration will now be active.
After enabling the integration:
Employees can create tickets directly from Slack.
Technicians will receive ticket updates and notifications in Slack.
If you want to remove the integration later, click the three dots icon at the top-right of the page and select Remove Integration.
How Ticketing Works in Slack
Depending on the configuration you choose, ticket creation will work as follows:
Using the SuperOps Bot:
Employee sends a message to the SuperOps bot
A ticket is automatically created in SuperOps
Technicians manage the ticket within SuperOps
Updates can be shared back through Slack.
Using a Support Channel :
Employee posts an issue in the configured Slack channel
The message is automatically converted into a ticket
Technicians manage the request from SuperOps