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

Go to Integrations > Slack
Click Connect to Slack

Step 2: Authorize Access

Select your Slack workspace
Review requested permissions:
- View channels and messages
- Post messages
- Read user information
Click Allow

Step 3: Configure Channels

Choose which Slack channels receive ticket notifications:

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

Step 4: Test the Connection

Create a test ticket in Support Station
Verify notification appears in your configured Slack channel
Try replying from the Slack thread
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:

Find the ticket notification in your Slack channel
Reply in the thread
Your message is sent to the customer as an outbound message
The ticket is updated in Support Station

How it works: When you reply in a Slack thread linked to a ticket, Support Station sends that message to the customer and adds it to the ticket conversation.

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:

Go to Integrations > Slack
Click Disconnect
Click Connect to Slack again
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.