Integrate with Slack

Slack has been widely adopted by many as the tool they use for real-time communication and collaboration with fellow team members as they work. For this reason we have developed the Tickd Slack app to make it easier for teams using Slack to:

  • Stay up to date on activity and changes in Tickd with instant notifications that normally send via email.
  • Reply to ticket updates with a new note or make adjustments to the ticket priority, status, and who it is assigned to.
  • Create a new ticket in Tickd based on a message in Slack without ever leaving Slack by using the “Create a ticket…” message action.

How to integrate Tickd and Slack via Slack App Directory

Before getting started it is important to note that the following steps can only be accomplished by a user that is an admin in both Tickd and Slack.

  1. Go to our Slack App Directory page found here or by searching for Tickd from anywhere in the Slack App Directory.
  2. Click the Install button and follow the authorization prompts to grant the Tickd app the necessary permissions for your Slack workspace.
  3. After the authorization prompts you will be redirected to a Tickd login page asking you to provide your unique Tickd domain name.
  4. Once you have provided your Tickd domain name you will be prompted to provide your login credentials and sign in to your Tickd account.
  5. Upon successfully signing in you should land on the Slack integrations page with the relevant details of your Slack workspace. That’s it, your Tickd account is now set up to communicate with your Slack workspace.

See how easy it is to integrate Tickd with Slack via the Slack App Directory install.

How to integrate Tickd and Slack in Tickd

Like the above integration method the following steps can only be accomplished by a user that is an admin in both Tickd and Slack.

  1. Login to your Tickd account. If you do not already have a Tickd account simply signup for a free account.
  2. Open the admin dashboard by clicking the Admin link in the menu bar at the top of the page.
  3. Open the integrations admin page by clicking the Integrations link in the Admin menu on the left-hand side of the page.
  4. Open the Slack integrations admin page by clicking the Slack button.
  5. Click the Add to Slack button to be redirected to Slack’s website where you can choose the workspace the Tickd app will be installed and grant Tickd the necessary Slack workspace permissions.
  6. After authorizing the Tickd app you will be redirected back to the Slack integrations admin page you were on previously and see the message “Successfully installed Slack app”. That’s it, your Tickd account is now set up to communicate with your Slack workspace.

See how easy it is to integrate Tickd with Slack via integrations.

How to receive notifications via Slack

Some people prefer to receive Tickd activity notifications via Slack instead of email or like to get notified via both. Assuming the above integration steps have been performed any of the Tickd users in your account can setup Slack notifications using the following steps.

  1. Open the user settings dashboard by clicking the Settings link under the user dropdown in the menu bar at the top of the page.
  2. Under the Basics section of settings you will see a text box with the label Slack User. Begin typing your Slack user name in the text box and you should see your Slack user appear as an option for you to choose.
  3. Validate that you have the correct Slack user selected by clicking the send test slack message button. Shortly after clicking the message you should receive a confirmation message in Slack via a direct message from the Tickd app. If you do not receive the validation message or get an error message in the Tickd webapp confirm you have the correct Slack user selected for your Slack workspace.
  4. Click the save button to update your user settings with the Slack User change.
  5. Open the Notifications section by clicking the Notifications tab and find the General Activity settings. Under General Activity you will find a setting labeled Notifications via Slack which can you set to Yes, No, or Mentions Only based on your preferences.
    • If you choose Yes then all enabled project, milestone, and ticket activity notifications will be sent to you via Slack.
    • If you choose No then no project, milestone, or ticket activity notifications will be sent to you via Slack.
    • If you choose Mentions Only then only ticket activity where you were explicitly mentioned will be sent to you via Slack.
  6. Click the save button to update your user settings with the Notifications changes. That’s it, you will start receiving messages from Tickd via Slack as applicable to your notification settings.

See how to change your user settings to enable receiving notifications via Slack.

Using the Tickd Slack app

We are always improving and adding new feature to the Tickd Slack app to make our users lives easier and more productive. To ensure you are getting the most out of the app here is the current list of features and how to utilize them.

Receive project, milestone, and ticket notifications

Assuming you have followed the instructions outlined in the section “How to receive notifications via Slack” you will automatically start receiving the relevant notifications from Tickd based on your settings. An example of what one these notifications will look like is show below.

Here is an example of what a Slack notification for ticket activity would look like.

Acknowledge ticket notes

As you can see in the above notifications example when you receive a ticket notification that involves a note you are able to acknowledge that particular note by simply clicking the “Acknowledge” button provided. Once clicked give the app a few moments to perform the necessary actions and you will receive a confirmation message along with the acknowledge button disappearing.

Here you can see John Smith acknowledging the note from Jane Doe.

Reply to ticket changes

As you can see in the above notifications example when you receive a ticket notification you are able to reply to the ticket changes or note by clicking the “Reply” button provided. Once the button is clicked a dialog will open up shortly afterward that will allow you to optionally provide a note, change the status, change the priority, and/or change who the ticket is assigned to. Once the dialog is filled out with the details you want to change click the “Update” button and wait a few moments for the confirmation message.

Here you can see John Smith replying to the note from Jane Doe.

Create a new ticket

To create a new ticket you can send the message “create ticket” via direct message to the Tickd app or by mentioning the app as part of the message in a channel, though you might have to invite the app to the channel first. After sending the message the app will respond with a message containing a “Create Ticket” button. Simply click the button and follow the prompts to choose the correct project and milestone the ticket will go under at which point a dialog box will open with a form asking for the ticket details. Once you have filled out the form click the “Create” button and give the app a few moments to create your ticket. Once the app has finished creating the ticket you will see a message from the app with the ticket details.

Here you can see John Smith creating a sample ticket for Jane Doe.

Create a new ticket based on a message in Slack

Sometimes when communicating with your fellow team member in Slack they will mention something that should be ticketed in Tickd. In those instances you can utilize the “Create a ticket…” message action to easily create a ticket without having to leave Slack. Simply hover over the relevant message, click the “…” button that appears, and then choose the “Create a ticket…” action towards the bottom of the list. Follow the prompts to choose the correct project and milestone the ticket will go under. At that point a dialog box will open with a form asking for the ticket details and the description field will already be populated with the original Slack message. Once you have filled out the form click the “Create” button and give the app a few moments to create your ticket. Once the app has finished creating the ticket you will see a message from the app with the ticket details.

Here you can see John Smith creating a ticket for Jane Doe based on a Slack message.

Connect the app to your Tickd account (direct install only)

In some instances when you go to install the Tickd Slack app you may find yourself unable to fully complete the authentication process at that time. If this happens then you can easily finish the Tickd setup by sending the message “connect” via direct message to the Tickd app or by mentioning the app as part of the message in a channel. After sending the message the app will respond with a message containing a “Connect” button. Simply click the button and follow the login prompts to finish connecting your Slack workspace to your Tickd account.

Here you can see John Smith connecting the Slack app to his Tickd account via the connect command.

Leave feedback or submit support request

The Tickd platform has gotten to where it is today thanks to all the feedback we have received from users like you. We also think it is important that if you encounter any issues you can quickly reach out and receive the support you need. For those reasons you can simply send the message “feedback” via direct message to the Tickd app or by mentioning the app as part of the message in a channel, though you might have to invite the app to the channel first. After sending the message the app will respond with a message containing a “Feedback” button. Simply click the button and fill out the form that appears with the relevant details. Once you have finished filling out the form click the “Submit” button and give the app a few moments to submit your feedback Once the app has finished submitting your feedback you will get a confirmation message and a customer support representative will be in touch if necessary.

Here you can see John Smith asking for help to access his Tickd account.

Ask for help

If you can’t remember what functionality exists you can always visit this page for guidance. However if you don’t want to leave Slack you can also send the message “help” via direct message to the Tickd app or by mentioning the app as part of the message in a channel, though you might have to invite the app to the channel first. The Tickd app will then send you a message with details on the features it currently supports plus a link to this page incase you need extra details.

Here you can see John Smith asking the Tickd app for help.