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Get started
  • Quickstart
  • Organization profile and avatar
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  • How to manage tickets
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Connect your email & inboxes
  • Handle support email
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  • Follow up on conversations
Integrations & notifications21
  • Connecting Slack notifications
  • Setting up webhooks
  • External data to enrich ticket context
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  • Setting your app language
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Powered by initdesk
Powered by initdesk
  1. initdesk
  3. Integrations & notifications21

Connecting Slack notifications

Send ticket notifications to Slack channels and map inboxes to channels for faster alerts.

The Slack integration delivers ticket alerts directly to your workspace so your team can react faster.

Prerequisites

  • Admin access to your initdesk organization.

  • Slack workspace admin rights (for installing the initdesk bot).

Steps

  1. Open Settings → Plugins → Slack.

  2. Follow the OAuth flow to authorize the initdesk bot into your Slack workspace.

  3. Map inboxes to channels: choose which initdesk inbox triggers messages into which Slack channel (for example, VIP inbox → #vip-support).

  4. Configure notification preferences: enable/disable real‑time alerts, choose which ticket events send messages (new ticket, assignment, high priority).

  5. Save and test by creating a test ticket routed to a mapped inbox.

Verification

  • A test ticket should generate a notification in the mapped Slack channel showing ticket subject and a link to open it in initdesk.

Edge cases & recovery

  • If notifications don’t appear: confirm the initdesk app is installed in Slack and the selected channel is correct. Check Slack channel permission settings.

  • If notifications are too noisy, narrow the events that trigger messages.

Tip

  • Use channel mapping to send only high‑priority inboxes into on‑call channels and keep general inbound alerts in lower‑traffic channels.

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Follow up on conversations

Track conversations waiting for a customer reply and nudge them before threads go stale.

Setting up webhooks

Use webhooks to forward ticket events to other systems—log, integrate, or trigger automations externally.

On this page
  • Connecting Slack notifications
  • Prerequisites
  • Steps
  • Verification
  • Edge cases & recovery
  • Tip