Slack Integration

Welcome to the Support Genix documentation for the Slack integration! This guide provides comprehensive instructions on setting up and utilizing the Slack integration within the Support Genix plugin. By integrating Slack with Support Genix, you can streamline your support process and enhance team communication by receiving real-time notifications and updates directly in your Slack channels.

Benefits of using Slack Integration #

Slack integration offers numerous benefits, enhancing efficiency and customer satisfaction. Here are three key advantages:

• Real-Time Notifications: Receive instant notifications about new tickets, ticket updates, and customer replies directly in your Slack channels.
• Enhanced Team Communication: Improve team collaboration by keeping everyone informed about support activities within a centralized platform.
• Increased Efficiency: Quickly address support issues as they arise, ensuring timely responses and resolutions.

Steps to Enable Slack Integration #

To enable Slack integration with Support Genix, make sure that Support Genix pro edition is activated on your website.

Step 1: Create a Slack App #

To integrate Slack into Support Genix, you’ll first need to create a Slack App. Go to the Slack API and log in to your account. If you don’t have an account, create one. Then, navigate to the Your Apps. Click the Create New App button, Select From scratch from Popup, enter the App Name, select your Slack workspace, and click Create App.

Step 2: Configure OAuth & Permissions #

After creating your app, you need to configure it and generate an API token. In your Slack app settings, go to OAuth & Permissions. Scroll down to the Scopes section and add the chat:write scope from the dropdown menu. Then, under OAuth Tokens for Your Workspace click the Install to Workspace button. Now Copy the OAuth token for the next step.

Step 3: Add a Channel for Ticket Notifications #

In your Slack workspace, create a private channel where you want to receive ticket notifications.

After creating the new channel, navigate to Apps in your Slack workspace. Select your app, and add it to the newly created support channel.

Upon completing the channel setup, copy Channel name and Channel ID. Then, paste them into the Support Genix Slack Settings.

Step 4: Enable Replying via Slack #

Now, turn on the Integration switcher and enter the information generated during the Slack configuration into the Support Genix Slack settings. Then, enable the Response from Slack switcher and copy the generated URL. Finally, add this URL to the Event Subscriptions request URL to enable ticket replies via Slack.

Here, you can customize notification settings based on specific events. Options include receiving notifications for Ticket Created, Ticket Replied, or when tickets are assigned to support agents.

Now, configure the Slack app Event Subscriptions to reply via Slack channel. Go to the App Settings and navigate to Event Subscriptions. Enable the Enable Events switcher and paste the Request URL generated from the Support Genix plugin configuration. Then, go to the Subscribe to bot events section and add message.channels and message.groups events.

After updating the app’s permission scopes, you will receive a notification to reinstall the app. Follow the prompt to complete the reinstallation.

As the final step, go to your channel and copy the member ID. Add this ID into the User Profile. By adding this ID, you can receive ticket notifications and respond to tickets directly from that Slack channel.