How to connect the Slack integration
Last updated October 8, 2026
Overview
The Slack integration connects your Slack workspace to Atlas so tickets flow both ways. Your team can triage new tickets in a Slack channel, and you can also use Slack as a support channel: customers in shared (Slack Connect) or internal channels raise requests in Slack, and agents answer them from Atlas.
An Admin connects Slack once for the whole workspace and chooses the triage channel, the channels Atlas monitors for new tickets, and what customers can do in Slack.
Key Features
- Two integration types: Use Slack for internal ticket triage only, or also add Slack as a support channel for customers.
- Triage channel: New tickets appear as threads in the Slack channel you choose.
- Internal note emoji: Choose the emoji that marks internal notes, so your team knows what customers can't see.
- Monitored channels: Watch all Slack Connect channels, all internal channels or specific channels for new requests.
- Customer options: Let customers create tickets, set a priority and see ticket status from Slack.
- Channel segments: Group Slack channels into segments, for example "VIP customers", for targeted messages.
- Replies from Atlas: Answer Slack tickets with "Respond via Slack Connect"; the reply goes back to the customer's Slack thread.
How to connect the Slack integration
- Alternatively, click "Connect CRM" on the onboarding checklist.
- Click "Connect to Slack".
- Choose the integration type:
- "Triage tickets in Slack, add Slack as a support Channel": Full two-way ticket management, plus tickets created from Slack threads.
- "Triage tickets in Slack": Internal ticket triage, replies and notifications only.
- Click "Connect Slack". Slack's sign-in page opens.
- Confirm your Slack workspace and click "Continue", then sign in with your work email.
- Review the permissions Atlas requests and click "Allow". You are returned to Atlas.
How to set up ticket triage in Slack
- Under "Triage tickets in Slack", turn on "Enable private channels" if your team triages in a private channel. Leave it off to use public channels only.
- Open "Select channel" and choose the channel where new tickets appear as threads, for example a dedicated support channel.
- Review "Sync tickets from Atlas channels": tickets started in the selected channels also appear in the triage channel.
- Click the lock emoji (🔒) to choose a different emoji for internal notes.
- Click "Save".
How to set up Slack as a support channel
- Turn on "Enable Slack as a support channel".
- Choose what customers can do:
- Ticket creation: Let customers create tickets by reacting with the ticket emoji. If it's off, only your agents can create tickets.
- Priority: Let customers set a ticket's priority.
- Ticket status: Let customers see ticket status updates (a check emoji when the ticket is completed).
- Open "Monitored channels" and choose which channels Atlas watches for new tickets:
- "All Slack-Connect #Channels": Every shared channel with customers or partners.
- "All Internal Channels": Every internal channel in your Slack workspace.
- "Specific Channels": Only the channels you pick.
- Optional: Click "Add segment", enter a name, open "Select channels", select the channels and click "Create segment".
- Click "Save".
- Add the Atlas bot to each channel you want to support. For instructions, read: How to add the Atlas bot to Slack channels.
How to reply to a Slack ticket
- Open the ticket in the Atlas inbox. Slack tickets show the Slack icon.
- Write your reply and select "Respond via Slack Connect". To write for your team only, select "Internal note".
- Send the reply. It appears in the customer's Slack thread.
How to disconnect the Slack integration
- Go to "App Configuration > Integrations > Slack" .
- Click "Disconnect Slack", then click "Confirm".
You can reconnect later with "Connect to Slack".
FAQs & Troubleshooting
Can I connect more than one Slack workspace?
No. Atlas connects to one Slack workspace at a time.
Why doesn't reacting with the ticket emoji create a ticket?
Check that "Enable Slack as a support channel" is on, the channel is included in "Monitored channels", and the Atlas bot is a member of the channel. If customer ticket creation is off, only your agents can create tickets this way.
Can I change the ticket emoji or the check emoji?
No. These are defaults and can't be changed. You can change the emoji that marks internal notes.
How do I open the original Slack thread from a ticket?
Hover over a message in the ticket timeline to see where it was sent and who sent it, and use the link to open the Slack thread.