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Get started
  • Quickstart
  • Organization profile and avatar
  • Invite team members
  • How to manage tickets
  • Migration Guide
Connect your email & inboxes
  • Handle support email
  • Creating new inboxes
  • CC addresses, multiple inboxes, and who sees replies
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Triage & productivity
  • Keyboard shortcuts
  • Using bulk actions
  • Follow up on conversations
Plugins
  • Connecting Slack notifications
  • BYOD - Bring Your Own Data
Integrations & notifications
  • Setting up webhooks
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  • Setting your app language
  • Translate messages in one‑click
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  • Account deletion due to inactivity
Powered by initdesk
Powered by initdesk
  1. initdesk
  3. Plugins

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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Give feedback
Follow up on conversations

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

BYOD - Bring Your Own Data

Use Bring Your Own Data (BYOD) to show external customer data directly in the ticket sidebar.

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