Article

    Slack Ticket Intake Options

    5 min read
    Last updated 2 hours ago

    Automatically Track New Messages & Automatically Create Ticket

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    1. Enable automatic ticket creation from Slack messages 0:00

    • In the project setup, turn on the option to automatically track new messages in a Slack channel.
    • This makes every new message in that channel get tracked as a conversation.
    • The system will then automatically create a ticket from the message.

     

    2. Save the Slack project settings 0:16

    • After enabling the setting, save the changes.
    • This confirms the Slack channel is now configured to convert incoming messages into tickets.

     

    3. Send a test message in Slack 0:16

    • Post a new message in the connected Slack channel.
    • In the example, an email question is sent to test the workflow.
    • This should trigger ticket creation automatically.

     

    4. Confirm the ticket was created 0:27

    • Check that the system has created a ticket from the Slack message.
    • The ticket can be opened and managed like any other conversation.
    • You can also view it in-thread to see the original Slack context.

     

    5. Review the ticket in the dashboard or inbox 0:38

    • Open the dashboard/inbox to find the new conversation.
    • You’ll see the conversation ID associated with the ticket.
    • This is the simplest way to capture Slack messages and turn them into tickets automatically.

    Video Demo:

    Automatically Track New Messages & Show Ticket Type Form

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    1. Enable form intake for new Slack messages 0:00

    • When setting up tracking for new messages in a Slack channel, choose the option to show a ticket type form instead of automatically creating a ticket.
    • This lets the user review and complete ticket details before submission.
    • Save the change after selecting the form intake option.

     

    2. Open the Slack thread to view the intake form 0:12

    • After saving, open the thread to see the intake experience.
    • The system will display the form that will be filled out for the ticket.

     

    3. Review the pre-filled ticket type and complete the form 0:29

    • The form intake flow automatically identifies the ticket type.
    • Fill in any additional fields as needed, such as:
      • Priority
      • Title
      • Description
    • These fields are customizable depending on your setup.
    • If needed, you can also choose Never mind to cancel.

     

    4. Submit the ticket 0:44

    • Enter the ticket details and submit the form.
    • In the example, the ticket is created after submission.
    • Once submitted, the ticket appears immediately.

    Video Demo:

    Automatically Track New Messages & Engage AI Agent

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    1. Enable Slack ticket intake with the Engage AI agent 0:00

    • In the Engage AI agent settings, select the option to intake new tickets in Slack.
    • Choose how the workflow should behave:
      • Show the Create Ticket button so the submitter can review and submit manually.
      • Automatically hand off to a human agent if needed.
    • This sets up Slack as the entry point for new ticket creation.

     

    2. Set the AI follow-up limit 0:13

    • Configure how many back-and-forth responses the AI agent can have with the submitter.
    • In this example, the AI is limited to 2 follow-up responses.
    • This helps keep the intake process short and controlled.

     

    3. Save the configuration and test in Slack 0:22

    • Click Save changes after updating the intake settings.
    • Open Slack to verify the agent is active.
    • You should see the agent processing the incoming message.

     

    4. Let the agent analyze the request and populate custom fields 1:00

    • In the AI Project settings, enable "Auto Set Ticket Type
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    • For ticket types with required custom fields, the agent reviews the message to extract relevant details.
    • In the example, the ticket type is an access request with custom fields.
    • The agent analyzes the request to determine whether it can fill in the required information automatically.

     

    5. Review the auto-filled details and create the ticket 1:13

    • The agent successfully extracts key details from the message, such as:
      • The user needs access.
      • What access is needed by.
    • Review the populated fields to confirm they are correct.
    • Click Create to submit the ticket.
    • The ticket is then created with the extracted information.

    Video Demo: