Integrating Slack with BoldDesk for Organization-wide
The integration of Slack with BoldDesk allows you to receive instant notifications within chats and channels whenever a ticket is created or edited, a reply is added, or other events occur on the BoldDesk site.
The following events are supported:
- Ticket creation
- Ticket property update
- Reply added to a ticket
- Public note added to a ticket
- Private note added to a ticket
- Adding satisfaction feedback
- Deleting ticket permanently
Plan Limit
| Features | Scale | Momentum | Enterprise |
|---|---|---|---|
| Channel limit | 10 | 10 | 25 |
BoldDesk supports Slack integration for all the available plans (Scale, Momentum, and Enterprise).
How to Install and Configure Slack
To integrate Slack with BoldDesk, follow these five steps:
- Install Slack in BoldDesk
- Add BoldDesk app to Slack workspace (Org-wide installation)
- Add BoldDesk app to Slack channel
- Configure and manage Slack notification
- Install Slack for Agent notification
Check out this video tutorial.
Step 1: Install Slack in BoldDesk
Follow the given steps to install Slack,
- Sign into BoldDesk.
- Click Admin -> Marketplace.
- Search and select Slack.
- Click on the ‘Install’ option to set up Slack. This will direct you to the Slack login page.
- Enter your Slack workspace or organization domain.
- Enter your Slack username and password.
- After successfully logging into Slack, you will be redirected to the BoldDesk login page.
- Enter BoldDesk domain and click Submit.
- Enter the BoldDesk credentials and click the Sign In option.
Step 2: Add BoldDesk app to Slack workspace (Org-wide installation)
- This step is only for organization-wide installation. If not applicable, please skip this step and proceed to the next.
- An org-wide app isn’t automatically added to every workspace in an organization. The app is authorized once for an entire org using OAuth. Admins can then add it to workspaces in the org without further authorization.
- Once the app is installed in BoldDesk, log in to your Slack account.
- Go to Integrations -> Installed Apps in the left side menu.
- Select BoldDesk App in the installed apps list, click on the three dots, and select Add to more workspaces.
- Select workspaces to install BoldDesk App and click Next.
- Review and accept the permissions and click Next.
- Click on Add App.
Step 3: Add BoldDesk app to Slack channel
- Select a channel where you want to install BoldDesk App.
- Enter ‘/add’ slash command. This will redirect to manage app directory.
- Select BoldDesk app and click Add.
Step 4: Configure and manage Slack notification
To configure the Slack channel notification on the BoldDesk site, follow the given steps:
- Go to Admin -> Marketplace. Click on Edit.
- Click Add New Notification
- Enter the Slack notification’s name
- Select the Notify Assignee option to notify the agent directly
- Select the Notify Channel and then specify the Team and Channel to which the notification should be sent.
- Choose necessary Ticket Fields for getting information with Slack notifications.
You can choose up to 10 custom fields for each Slack notification.
- Select events and condition to receive notification and click the Save option.
Step 5: 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:
- Enter the Slack command (/sign-in).
- Click Sign In button.
- Enter BoldDesk domain and click submit.
- Enter the BoldDesk credentials and click the Sign In option.
- Once you have successfully logged into BoldDesk, you will receive a notification.
Slack Notifications for Agents and Channels in BoldDesk
BoldDesk allows you to send Slack notifications for ticket updates in two ways:
1. Notify Assignee (Private Messages)
- Sends direct messages to the assigned agent in Slack.
- Useful for personalized alerts.
2. Notify Channel (Team Notifications)
- Posts updates in a designated Slack channel.
- Allows tagging agents within the same channel for visibility.
Both options can be configured during the Slack integration setup by selecting the appropriate notification criteria and events.
Here’s an example of a Slack notification:
Frequently Asked Questions (FAQs)
Q: Can I receive Slack notifications for ticket replies only?
Yes, you can configure notifications for specific events like replies.
Q: Is Slack integration available on all BoldDesk plans?
Yes, it’s supported on Scale, Momentum, and Enterprise plans.
Q: Can multiple agents receive notifications in the same channel?
Yes, notifications can be posted in shared channels where agents are tagged.
Q: How many custom fields can I include in a Slack notification?
You can include up to 10 custom ticket fields per notification.
Q: Do agents need to sign in separately to receive direct messages?
Yes, agents must authorize their Slack and BoldDesk accounts using the sign-in command.
