The Slack integration delivers ticket alerts directly to your workspace so your team can react faster.

Prerequisites

• Admin access to your initdesk organization.

• Slack workspace admin rights (for installing the initdesk bot).

Steps

1. Open Settings → Plugins → Slack.

2. Follow the OAuth flow to authorize the initdesk bot into your Slack workspace.

3. Map inboxes to channels: choose which initdesk inbox triggers messages into which Slack channel (for example, VIP inbox → #vip-support).

4. Configure notification preferences: enable/disable real‑time alerts, choose which ticket events send messages (new ticket, assignment, high priority).

5. Save and test by creating a test ticket routed to a mapped inbox.

Verification

• A test ticket should generate a notification in the mapped Slack channel showing ticket subject and a link to open it in initdesk.

Edge cases & recovery

• If notifications don’t appear: confirm the initdesk app is installed in Slack and the selected channel is correct. Check Slack channel permission settings.

• If notifications are too noisy, narrow the events that trigger messages.

Tip

• Use channel mapping to send only high‑priority inboxes into on‑call channels and keep general inbound alerts in lower‑traffic channels.

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