Slack is a popular group communication tool, and TeamSupport has the ability to post messages on one of your Slack channels through Ticket Automation.

To enable the integration, first go to (where ‘yourcompany’ is your domain for Slack). You’ll see a page like the below, and select “Incoming WebHooks”:

On the Incoming Webhooks page, select “Add Configuration”:

This is the page where you will configure what channel you want the TeamSupport integration to post to along with some other information.

First, select the channel that you want TeamSupport messages to post to, then click “Add Incoming Webhooks integration”. Note that currently we can only post to a single channel through Automation:

Once you have created the integration, you will see a page similar to the below with a “Webhook URL”. Cut and paste this URL – This is what will be entered into your TeamSupport instance.

Note that if you scroll down on this page, you will have a series of other options including the icon to use, a descriptive label, and some other settings.

Once you’ve copied the WebHook URL, go to the TeamSupport admin page, select integrations, and Slack:

Cut and paste the Webhook URL from above, and check the “Synchronization active” checkbox, then click Save.

In Ticket Automation you will now have a new action for “Post to Slack”. This will operate essentially the same as “Post to Watercooler” except that Slack doesn’t use HTML formatting. They have their own markup language which you can read about here.

Placeholders will work the same as with other Ticket Automations, except you should use the {{Ticket.SlackURL}} placeholder in place of the {{Ticket.URL}} one due to how Slack formats URLs.

You can also override the default Slack ‘channel’ you set when creating the Webhook – When you select the Post to Slack action in Ticket Automtion, there will be a box to the right. Simply put the channel name in this box and the message will be directed to that channel:

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