Please follow the steps given below to process the Slack integration:
1. Navigate to Slack's official website https://www.slack.com/
2. Click on sign in to open a new Slack account (Optional step) or you can use an existing account.
3. Now, Navigate to https://api.slack.com/ and click on “Your Apps”.
4. Now, click on the “Create an App” button.
5. Select the “From Scratch” option from the given 2 options.
6. Fill in the necessary details like “App Name” and “Workspace details” and hit “Create App”.
7.Complete the “Basic Information” window by filling in all the details.
Mainly complete the “Display Information” tab and hit on the “Save Changes” button.
8. Now, Select the “OAuth & Permissions” option.
9. Scroll down the “Scopes” option in the “OAuth and Permissions” window and set the following Scopes:-
I. Bot Token Scopes -
a. channels: join.
b. channels: read.
c. chat: write.
d. im-write.
e. Incoming-webhooks.
II. User Token Scopes -
a. channels: read.
b. channels: write.
c. chat: write.
10. Scroll to the upper side to find “OAuth Tokens” and click on “Install to
11. Now, Select a channel for the App integration in your workspace.
12. Now, Copy “User OAuth Token” from the Slack website.
13. Now, Navigate to helpdesk, go to Settings>> find “Integrations”>> Click on “Slack“.
14. There is a hamburger icon (filter list icon) on the top right corner of the screen. Click on it and click on the “Add Slack” option.
15. Here, fill in all the details of the slack integration and paste the OAuth Token which is copied in step 12 in the “Auth Token” field of the add slack page.
16. Now, Go to “Alerts”.
17. Disable all the existing “Alerts” and from the hamburger icon on the top right corner click on “Add alert”.
18. In the “Add Alert” screen, fill in all the necessary details and select which “Staff” or “Channel” the alert should go.
19. To see the working of the “Slack Integration”, just execute any of the selected events in the “Events” section (added events:- new incident, staff/ client reply).
Here for demonstration purposes, I’m replying to a ticket.
20. You can now see the ticket reply details in the Slack software in the selected channel(s).