Slack integration

Connect Atlas with Slack to streamline your support workflow and enhance team collaboration.

Overview

Slack integration with Atlas allows you to manage support tickets directly from your Slack workspace. This powerful integration enables triaging, ticket creation, and support directly within Slack, making your team more efficient and responsive.

Let's explore how to set up and use this integration.

Setting up Slack integration

To  connect Slack with Atlas , go to “ App configuration > Integrations > Slack integration ” and click on Connect to Slack. You'll be directed to authorize the Atlas app in your Slack workspace.

Once connected, you'll see several configuration options:

Monitor channels

Choose which Slack channels Atlas should monitor. You have three options:

Select the option that best fits your workflow. Remember, private channels are always excluded to maintain privacy.

Triaging and support options

Decide how you want to use Slack with Atlas:

Choose the option that aligns with your support strategy.

Using Slack integration

Once set up, the Slack integration offers several powerful features:

 Triaging tickets 

Incoming support requests are forwarded to your designated triaging channel. From there, you can set priorities, change assignees, and manage tickets directly in Slack.

Supporting in Slack Connect channels

If enabled, you can provide direct support in Slack Connect channels. These conversations are synced with Atlas, maintaining a complete support history.

Agent account linking

For full functionality, agents need to link their Slack accounts with Atlas. Go to Settings > My account in Atlas to connect your Slack account.