Slack

Updated 2 months ago by Axelle Heems

Slack is a messaging app for business that connects people to the information they need. By bringing people together to work as one unified team, Slack transforms the way organizations communicate.

How it works

When a new ticket is created, you can connect Slack to post a notification in the Slack channel of your choice.

Setup instructions

  1. 1. You would first need to go to this link:
    https://api.slack.com/apps?new_app=1
  2. Next, you would need to create an App from Scratch, give it a Name and Pick a Workspace
  3. Once you did that you need to choose Incoming webhooks and copy it to your Gorgias http integration.
  4. In the top right, click "Build" to add a custom integration
  5. Click "Incoming WebHooks"
  6. Select the channel where you want to see notifications of new tickets, then click "Add Incoming WebHooks Configuration"
  7. Copy the Webhook URL
  8. In Gorgias, create an "HTTP Integration"
  9. Paste the Webhook URL from Slack into the URL
  10. Paste the code below into the body (to pass the ticket information to Slack)
  11. Select "Ticket Created" as a trigger
  12. Click "Add Integration"

Here’s the request body (JSON) that you can paste:

{
"text": "New ticket <https://{{ticket.account.domain}}.gorgias.com/app/ticket/{{ticket.id}}|*{{ticket.subject}}*> from *{{ticket.customer.name}}*",
"attachments": [
{
"text": "{{ticket.first_message.body_text}}",
"title": "{{ticket.subject}}",
"title_link": "https://{{ticket.account.domain}}.gorgias.com/app/ticket/{{ticket.id}}"
}
]
}

Congrats, you're all set!

Please note, this integration is available to all customers but will only be supported for Advanced and Enterprise plan customers. While any plan can set up the integration following the instructions,  due to the manual work it requires on our end, if you are on the Basic or Pro plan we will not be able to provide support in setting it up or fixing any issues with it should they arise.


What do you think? Yay or Nay?