Managing Tickets using Slack

Table of Contents

You can integrate your Slack account with Fluent Support to send notifications to the Slack Channel and keep your support agents more active.

Get Notifications In Slack #

To integrate Fluent Support with Slack, you need to create an app in slack from & click on the Create an app button. 

Create an app in Slack API

It will bring a pop-up; click on From Scratch. Then add your app name and select the workspace to install the app.

Create an app from scratch in Slack API

To get notifications only, you just have to set up bot permissions from OAuth & Permissions section. From the left sidebar, click on OAuth & Permission option.

OAuth & Permissions - Slack API

From that page, scroll down to Bot Token Scope and click on Add an OAuth Scope button. Type chat: write and select that permission.

Chat:write - Add Permission by Scope or API Method - Slack API

 Now scroll to the top of that page and click Install to workspace

Install to Workspace - OAuth & Permissions - Slack API

It will generate a bot token and copy this one for later use.

Bot User OAuth Token - Slack API

Now you have to add this created app to an existing channel, or you can create a new channel and add this created app there. 

Create a new channel - Slack

You can keep the channel private or public. If you don’t know how to create a channel in slack, then you can visit this link

Set a name, make private option - create a channel - Slack

To get notifications, you also need the channel ID to get channel ID to click on the channel name, and it will bring a popup, you will get your channel ID at the bottom of this popup, so copy this one for later use (as shown on the screenshot below).

After creating the channel, copy the channel name without the hash(#) (as shown in the screenshot below).

Ticket Bot - Channel ID - Slack

After getting the bot token, Slack Channel Name & Slack Channel ID, move to your Fluent Support Global Settings → Notification Integrations → Slack section & paste the copied item in relative fields. 

Then, enable your Slack Events and Notification to get notified.

Slack Integration Settings - Fluent Support

After finishing these steps go to the Channel Details option & click on the Integrations option. Here, you need to click the Add an App button.

Add an App button - Slack

 Now include your App in the channel you have just created.

Include your App in the channel you have just created

Now your Slack bot is ready to send notifications to your channel

Reply Tickets From Slack

You can make your support system easier by enabling the Reply Ticket From Slack feature. This will help you to reply to your tickets directly from Slack.

For this feature, you have to add Event Subscriptions to your app. Click on the Event Subscriptions from the left side menu of your created app. Enable this event by clicking on the switch button and then verify your site URL; you will get the URL from your Slack integration page so copy and paste it to the Request URL.

Enable Events - Slack API
enable reply ticket from slack

After verifying the URL, you have to subscribe to Bot Event. For this, click on the Subscribe to the bot events section, and if you are using a private channel, then add a message. groups permission to the bot; however, if you use a public channel, then add a message. Channels permission to the bot. 

Now you will be able to reply to the tickets from slack.

subscribe to bot events and add bot user event

Permission for a Public Channel

You will find out Slack Member ID in their Slack user profile section. Copy that Slack Member ID.

Permission for a public channel

After that, you must insert your agent slack member ID in their profile of Fluent Support. To do this, go to the Global Settings, then move on to the Support Staff section and click on the user profile edit button, and insert the Slack User ID in their profile. After doing this, your support agent can reply to tickets directly from Slack.

support staff edit agent details
Workflow permissions in fluent support

To reply ticket from Slack, just reply to the thread, and your ticket will be replied to.

reply to the thread, and your ticket will be replied to - Fluent Support
App's thread - Slack - New App - Fluent Support

Close Ticket From Slack

You can also close a ticket from Slack using a simple text command [close]. To close a ticket, reply to the ticket notification with this( [close] ) command. Also, you can reply to the ticket at the same time. Below is a picture to guide you on how to close the ticket.