The Slack integration with BoldDesk sends real-time ticket event notifications to internal team members through Slack channels and direct Slack notifications (for example, agents and assignees). Contacts do not receive Slack notifications. Contacts receive ticket updates through email notifications and can also track ticket progress in the customer portal.

If your organization uses Slack Enterprise Grid and requires organization-wide installation, explore How to Install and Configure the BoldDesk Slack App for Organization-Wide Deployment.

The following events are supported:

1. Ticket creation
2. Ticket property update
3. Reply added to a ticket
4. Public note added to a ticket
5. Private note added to a ticket
6. Adding satisfaction feedback
7. Deleting ticket permanently

Use Cases

• Instant Ticket Alerts – Get notified in Slack when new tickets are created.
• Real-Time Updates – Stay informed about ticket changes and customer replies.
• Direct Agent Notifications – Alert assigned agents instantly in Slack.
• Team Collaboration – Share ticket updates and notes with teams through Slack channels.
• Customer Feedback Tracking – Receive notifications when customers submit satisfaction ratings.
• Faster Issue Resolution – Enable teams to respond quickly without constantly checking BoldDesk.
• Department-Specific Visibility – Send notifications to the right Slack channels for better coordination.

Plan limit

How to Install and Configure Slack

To integrate Slack with BoldDesk, follow these five steps:

1. Install Slack in BoldDesk
2. Add BoldDesk app to Slack channel
3. Configure and manage Slack notifications
4. Install Slack for agent notification
   
   
   Check out this video tutorial.
   

1. Install Slack in BoldDesk

Follow the given steps to install Slack,

1. Sign into BoldDesk.

2. Click Admin > Marketplace.

3. Search and select the Slack.
   

   
   
   

4. Click on the ‘Install’ option to set up Slack. This will direct you to the Slack login page.
   

   
   
   

5. Enter your Slack workspace or organization domain.
   

   
   
   

6. Enter your Slack username and password.
   

   
   
   

7. After successfully logging into Slack, you will be redirected to the BoldDesk login page.

8. Enter BoldDesk domain and click Submit.
   

   
   
   

9. Enter the BoldDesk credentials and click the Sign In option.
   

   
   
   

2. Add BoldDesk App to Slack Channel

1. Select a channel where you want to install the BoldDesk app.

2. Enter the ‘/add’ slash command. Then select the action item as shown in the screenshot below. This will redirect to the manage app directory.
   

   
   
   

3. Select BoldDesk app and click Add.
   

   
   
   

3. Configure and Manage Slack Notification

To configure the Slack channel notification on the BoldDesk site, follow the given steps:

1. Go to Admin -> Marketplace. Click on Edit.

2. Click Add New Notification.

3. Enter the Slack notification’s name.

4. Select the Notify Assignee option to notify the agent directly.

5. Select the Notify Channel and then specify the Team and Channel to which the notification should be sent.

6. Choose necessary Custom Fields for getting information with Slack notifications.
   

   
   
   

7. Select events and condition to receive notification and click the Save option.
   

   
   
   

4. Install Slack for Agent Notification

This step is only for agents who wish to receive notifications directly in their chat. In this case, agents must authorize their Slack and BoldDesk accounts to receive these notifications. Follow the steps below to directly receive the notification to the agent:

1. Enter the Slack command (/sign-in).
   

   
   
   

2. Click Sign In button.
   

   
   
   

3. Enter BoldDesk domain and click submit.
   

   
   
   

4. Enter the BoldDesk credentials and click the Sign In option.

5. Once you have successfully logged into BoldDesk, you will receive a notification.
   

   
   
   

Slack Notification

Here’s an example of a Slack notification:

How to Customize the Order of Fields in a Slack Notification

You can arrange the fields in your Slack notification by selecting them in the preferred order using the multi-select dropdown. The fields will appear in the notification exactly in the order you choose, ensuring a structured and organized message in the Slack channel. Follow the steps below

1. Access the Multi-Select Dropdown: Open the dropdown menu that lists all available fields for the notification.

2. Select Fields in Order: Choose the fields in the sequence you want them to appear in the notification. The fields selected first will appear first in the message.
   

   
   
   

3. Confirm the Order: The fields will be displayed in the Slack channel in the exact order you selected.
   

   
   
   

Permission

Only users with Manage Settings permission can install and configure the Slack Integration in BoldDesk.

Troubleshooting

Slack channel is not receiving notifications

• Verify the BoldDesk app is added to the Slack channel (Slack step: /add → add BoldDesk app).
• Verify the BoldDesk Slack notification has Notify Channel enabled and the correct Team and Channel selected.
• Verify the event that occurred matches the configured events and conditions in the notification.

Assignee is not receiving direct Slack notifications

• Verify Notify Assignee is enabled in the Slack notification configuration.
• Verify the agent completed Slack authorization using /sign-in and successfully signed in to BoldDesk from Slack.

Custom fields are missing in the Slack message

• Verify the custom fields were selected in the Slack notification configuration.
• Verify the configuration does not exceed 10 custom fields per Slack notification.

Frequently Asked Questions

1. Do contacts receive Slack notifications?
   No. Slack notifications are for internal users (agents/assignees and Slack channels). Contacts receive updates through email notifications and the customer portal.

2. Which ticket events can trigger Slack notifications?
   Ticket creation, ticket property update, reply added, public note added, private note added, satisfaction feedback added, and ticket permanently deleted.

3. Can Slack notifications include custom ticket fields?
   Yes. Each Slack notification can include up to 10 custom fields.

4. How do I send notifications to a Slack channel?
   Add the BoldDesk app to the Slack channel, then configure a BoldDesk Slack notification with Notify Channel and select the Slack Team and Channel.

5. How do direct assignee notifications work?
   Enable Notify Assignee in the Slack notification configuration. The assignee must also authorize via Slack using /sign-in.

6. Can end users create tickets from Slack?
   No. Only agents can create tickets using Slack commands or app sign-in. End users must use the customer portal or email.

Related Articles

1. How to Install and Configure the BoldDesk Slack App for Organization-Wide Deployment
2. Frequently Asked Questions about Slack Integration