Slack Integration

Connect Support Station with Slack to receive ticket notifications and respond to customers directly from Slack.

What the Slack Integration Does

• Notifications - Get alerts for new tickets and updates in Slack channels
• Response - Reply to tickets directly from Slack threads
• Team Collaboration - Discuss tickets with your team in Slack

Plan Requirements

Slack integration is available on Starter plans and above.

Plan	Slack Integration
Free	✗
Starter	✓
Pro	✓
Enterprise	✓

Setting Up Slack Integration

Step 1: Initiate Connection

1. Go to Integrations > Slack
2. Click Connect to Slack

Step 2: Authorize Access

1. Select your Slack workspace
2. Review requested permissions:
   • View channels and messages
   • Post messages
   • Read user information
3. Click Allow

Step 3: Configure Channels

Choose which Slack channels receive ticket notifications:

1. Select a default channel for all ticket notifications (optional)
2. Map specific teams to specific channels (optional)
3. Save your configuration

Step 4: Test the Connection

1. Create a test ticket in Support Station
2. Verify notification appears in your configured Slack channel
3. Try replying from the Slack thread
4. Confirm the reply appears on the ticket

Channel Configuration

Default Notification Channel

Designate a channel to receive all ticket notifications:

• All new tickets post here
• Team can see and respond to any ticket
• Good for small teams or centralized support

Team-Specific Channels

Map Slack channels to Support Station teams:

Slack Channel	Support Station Team
#support-general	General Support
#support-billing	Billing Team
#support-technical	Technical Team

When tickets are assigned to a team, notifications go to the mapped channel.

Using Slack for Support

Receiving Notifications

When a ticket is created or updated, Slack shows a message with:

• Ticket number
• Customer email/name
• Subject
• Quick link to view full ticket in Support Station

Responding from Slack

Reply to tickets without opening Support Station:

1. Find the ticket notification in your Slack channel
2. Reply in the thread
3. Your message is sent to the customer unless it contains a Slack user mention
4. The ticket is updated in Support Station

How it works: A reply in a Slack thread linked to a ticket is sent to the customer and added to the ticket conversation. If the reply contains a Slack user mention, Support Station saves the whole reply as an internal note. The customer cannot see the note or its attachments, and no customer email is sent.

Adding Internal Notes

To discuss a ticket with a teammate, select their name from Slack's mention menu when you write a thread reply. For example, @Alex Please review this becomes an internal note. You can also use the + Internal Note button.

Use a Slack user mention to create a note. An email address, a link, or a channel mention does not change a reply to an internal note.

User Matching

Support Station matches Slack users to Support Station users by email address:

• If your Slack email matches your Support Station email, replies are attributed to you
• If no match is found, replies are attributed to the organization admin
• This ensures proper tracking of who responded

What You Can Do

✓ What Works

• Receive ticket notifications in Slack channels
• Reply to tickets from Slack threads
• See ticket updates in Slack
• Map teams to specific Slack channels
• Configure which tickets trigger Slack notifications

✗ What's Not Available

• Slash commands for Support Station
• Creating tickets directly from Slack messages
• Notification format customization
• Quiet hours settings

Troubleshooting

Not Receiving Notifications

Check:

• Slack integration shows "Connected" status
• Channel is configured to receive notifications
• You're a member of the notification channel
• Slack's own notification settings allow messages

Can't Reply from Slack

Check:

• You have permission to post in the channel
• Integration has proper Slack permissions
• Your message is sent as a thread reply (not a new message)
• Your Slack email matches your Support Station account email

Duplicate Notifications

Check:

• Only one channel is configured per team
• Integration isn't connected multiple times
• No overlapping notification rules

Re-Authorizing

If permissions change or the connection breaks:

1. Go to Integrations > Slack
2. Click Disconnect
3. Click Connect to Slack again
4. Re-authorize with updated permissions

Best Practices

Dedicated Support Channels

Create channels specifically for support notifications:

• #support-tickets for all notifications
• Team-specific channels for routing
• Keeps support separate from other work

Clear Channel Names

Use descriptive names:

• #support-urgent
• #support-billing
• #support-technical

Respond Promptly

Slack creates urgency expectations:

• If you're in Slack, customers expect quick responses
• Don't let tickets sit unacknowledged
• Set clear response time expectations

Use Threads

Always reply in threads to keep ticket conversations organized. Replies outside of threads won't be sent to customers.