Slack Integrations – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Mon, 30 Dec 2024 07:26:51 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Slack Integrations – SupportCandy https://supportcandy.net 32 32 Slack Integration https://supportcandy.net/docs/slack-integration/ Wed, 01 Mar 2023 04:11:53 +0000 https://supportcandy.net/?post_type=docs&p=316720

Step 1: Enable REST APIs

We assume you already installed and activated the Slack integration add-on for SupportCandy. Similarly, if not already done, you need to enable REST APIs for SupportCandy for slack integrations to work.

You can enable REST API in the below setting:

Support → Settings → Miscellaneous → Advanced

Step 2: Create an App on Slack

Click here to go to the Slack API page and follow the steps below to create an app in a few easy steps.

Step 3: Enable notifications

Enable slack notification for SupportCandy by following the below steps.

Step 4: Enable reply ticket from Slack

Enable reply tickets directly from the slack notification messages by following the below steps.

Step 5: Associate slack users with Agents

When one of your team members replies to the ticket notification from Slack, it is posted as Fallback Agent and not the team member who responded to it.

You can associate the Slack user with SupportCandy Agent to solve this problem, as given below.

]]> How it works https://supportcandy.net/docs/how-it-works/ Mon, 30 Dec 2024 06:53:07 +0000 https://supportcandy.net/?post_type=docs&p=342046

Your Slack channel can be used only to receive notificaton for new ticket and ticket replies, also your support agent can add replies from the Slack channel.

It can not be used to created new ticket or communication with customers.

Only Support Agents can add replies from the Slack, if you have added customers to the Slack channel then customers can only view the replies but they can not add new reply to the ticket through slack.

Here is how the flow of ticket works:

New ticket created in SupportCandy ticketing system

Now, you will get a notification and new thread in the Slack Channel

Support Agents can reply to the thread to add new replies to the ticket. 
Customer can add the reply to this thread but those replies will not be added to the ticket, it remains only in Slack.

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