Slack Customer Support for Slack Connect channels enables organizations to manage customer conversations directly within Slack while keeping support activities synchronized with BoldDesk. By integrating shared Slack Connect channels, external customers can create support tickets from Slack messages, receive ticket notifications and updates, and participate in support conversations without leaving Slack. This helps streamline collaboration between agents and customers, ensuring faster communication and improved visibility into ticket progress.

Example Use Case: A software company uses a Slack Connect channel shared with a customer. When the customer reports an issue in the shared channel, a support ticket is automatically created in BoldDesk. As agents update the ticket, status changes and replies are posted back to the Slack Connect channel, allowing both teams to track progress without switching applications.

Prerequisites

Before configuring Slack Customer Support, ensure that:

• The Slack Customer Support app is installed in your Slack workspace.
• The target channel is a Slack Connect channel shared with an external organization.
• The Slack Customer Support app has the required permissions in Slack.
• Administrative access/Manage Settings permission is available to configure Slack Marketplace integrations in BoldDesk.

Configure Slack Connect Channel Notifications

Administrators can configure Slack Connect channels to receive customer-facing ticket notifications. Follow the steps below to configure channel notifications:

1. Navigate to Admin > Marketplace > Slack > Edit.

2. Click Add New Notification.

3. Provide the following information. Select Customer under Send notification to

   Field	Description
   Name	Enter a unique and descriptive name for the Slack notification configuration. This name helps administrators identify the notification rule when managing multiple Slack notification settings. Example: Customer Support Channel Notifications.
   Send notification to	Specifies who will receive the Slack notifications. Select Agents to notify internal support agents or Customer to send notifications to customers through the configured Slack Connect channel.
   Workspace	Select the Slack workspace where the Slack Customer Support app is installed and where notifications should be delivered. Only authorized workspaces available to the integration are displayed.
   Channel	Select the Slack channel that will receive ticket notifications. For customer-facing support scenarios, choose the appropriate Slack Connect channel shared with the external customer organization. The Slack Customer Support bot must be added to the channel before it can be selected.
   Choose Fields For Slack Notification	Select the BoldDesk ticket fields that should be included in Slack notifications. These fields provide additional context when ticket updates are posted in Slack. A maximum of 10 fields can be selected. Common examples include Ticket ID, Priority, Status, Requester, Agent, Group, and Resolution Due.

4. Click on Next and provide the following in the notifications window.

   Field	Description
   Ticket Events	Select the ticket events that should trigger Slack notifications. Supported events include: • Created – Sends a notification when a new ticket is created. • Reply Created – Sends a notification when an agent or customer reply is added to the ticket. • Property Updated – Sends a notification when ticket properties such as status, priority, assignee, or group are updated. These events help keep customers informed about ticket activity and progress directly within Slack.
   Ticket Creation (Optional) - Create Tickets From Message	Controls how tickets are automatically created from messages posted in the Slack Connect channel. • All Messages – Creates a new ticket for every message posted in the configured channel. • Messages with Trigger Keywords – Creates a ticket only when a message contains one of the configured keywords. This helps prevent unrelated conversations from generating support tickets. Use keyword-based ticket creation when the channel is used for both support and general discussions.
   Conditions	Configure additional criteria that must be met before a notification is posted to Slack. Conditions help limit notifications to relevant ticket events and scenarios.

5. Click on Save to finalize. Check the GIF file below for more insights.
   
   

   
   
   

What Happens After Notifications Are Enabled?

Once notifications are configured:

• Ticket updates are posted automatically to the Slack Connect channel.
• Customers gain visibility into ticket activity.
• Agents and customers remain informed without accessing BoldDesk.
• Support conversations remain centralized within Slack.

Agent Experience

Agents continue managing tickets within BoldDesk while customers remain informed through Slack. Agents can:

• Respond to tickets in BoldDesk.
• Change ticket status.
• Resolve or reopen tickets.
• Update ticket information.

Relevant updates are automatically synchronized to the configured Slack Connect channel. Explore more on
How to Install and Configure the BoldDesk Slack App for Organization-Wide Deployment

Customer Experience

Once configured, customers can perform support-related activities directly within the Slack Connect channel. Customers can:

• Receive ticket notifications.
• View ticket updates.
• Monitor ticket status changes.
• Receive resolution notifications.
• Reply to support requests.
• Participate in support conversations without leaving Slack.

Example Workflow

The following example illustrates how Slack Connect support works:

Customer posts message in Slack Connect channel
                    ↓
BoldDesk creates ticket
                    ↓
Agent receives and works on ticket
                    ↓
Agent reply added
                    ↓
Reply notification posted in Slack
                    ↓
Customer responds in Slack
                    ↓
Ticket conversation continues
                    ↓
Ticket resolved
                    ↓
Resolution notification posted in Slack

Best Practices

1. Use dedicated Slack Connect channels for customer support.
2. Configure meaningful notification conditions to reduce noise.
3. Use keyword-based ticket creation when support and collaboration occur in the same channel.
4. Include relevant custom fields in notifications to provide context.
5. Periodically review notification rules and conditions.
6. Ensure appropriate Slack app permissions remain enabled.

Troubleshooting

Notifications Are Not Appearing in Slack

Verify that:

• The Slack Customer Support app is installed.
• The selected Slack Workspace is correct.
• The Slack Connect channel is properly configured.
• Notification events are enabled.
• The channel remains shared with the external organization.

Tickets Are Not Being Created From Messages

Verify that:

• Ticket creation rules are configured.
• Keyword conditions are satisfied when keyword-based creation is used.
• The message was posted in the configured Slack Connect channel.
• The Slack Customer Support integration is active.

Customers Do Not Receive Ticket Updates

Verify that:

• The notification configuration sends updates to Customer.
• Relevant events are enabled.
• The Slack Connect channel selected in the notification configuration is correct.

Too Many Tickets Are Being Created

Consider using keyword-based ticket creation instead of creating tickets from every message. This helps prevent general conversations from generating unintended support tickets.

Frequently Asked Questions

1. What is a Slack Connect channel?
   A Slack Connect channel is a shared Slack channel that connects two or more organizations, allowing users to collaborate in a single channel without switching workspaces.

2. Can customers receive ticket updates directly in Slack?
   Yes. Ticket updates, agent replies, status changes, and resolution notifications can be delivered directly to configured Slack Connect channels.

3. Can customers create tickets from Slack messages?
   Yes. Administrators can configure ticket creation rules to allow messages posted in Slack Connect channels to create support tickets.

4. Can ticket creation be restricted to specific messages?
   Yes. Administrators can configure keyword-based rules so that only messages containing specific keywords create tickets.

5. Do customers need to access the BoldDesk portal?
   No. Customers can receive updates and participate in support conversations directly through Slack Connect channels.

6. Can multiple Slack Connect channels be configured?
   Yes. Separate notification configurations can be created for different channels based on business needs.

Related Articles

1. How to Install and Configure the Slack Integration in BoldDesk for Single Workspace
2. How to Install and Configure the BoldDesk Slack App for Organization-Wide Deployment