Two-Way Synchronization in Slack
Slack offers a feature supporting two-way synchronization, enabling instant addition of replies, notes, and direct updates to ticket properties.
When an action is taken on a ticket, a notification is sent to a designated Slack channel or personal chat. This notification also includes options to perform ticket updates.
These options are available to manage ticket actions:
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Create Ticket
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Reply
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Add Note
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Property Update
Create Ticket
This feature enables you to create a new ticket directly within Slack. To create a new ticket, please adhere to the following steps:
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Enter the slash command (/bolddesk-create-ticket).
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Enter the required details on the form and click Create.
Add Reply
The reply option enables the addition of a new reply to the ticket directly from Slack.
Add Note
The add note option allows you to add a new note to the ticket. Also, it provides the option to choose the note as private or public directly from Slack.
Property Update
The property update option allows you to modify the properties of the ticket, such as its status and priority, directly within Slack.
FAQs
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Will updating a ticket in Slack trigger email notifications as well?
It follows your BoldDesk notification rules. If email alerts are enabled for those events, recipients will still receive them. -
Can I change which ticket fields are editable from Slack?
Yes—administrators can configure which fields appear in the Slack action forms (subject to BoldDesk configuration allowances). -
Are private notes visible to customers if added from Slack?
No—private notes remain internal to agents, regardless of whether they’re added from Slack or the BoldDesk UI. -
What happens if Slack authorization expires?
You’ll need to re-authorize the app connection. After re-auth, two-way actions (reply, note, property update) resume as normal.
