Article

    Bot for Slack & Private Tickets

    4 min read
    Last updated 14 hours ago

    Bot for Slack & Private Tickets

    Unthread’s bot for Slack is the easiest way to intake customer requests, generate AI responses, assign to team members, and manage tickets end-to-end.

    As a customer, you will already see the Unthread app for Slack in your workspace as a way to view your inbox and get notifications about conversations.

    The Unthread bot for Slack messaging tab is a great way to let customers easily create new support tickets for your team.

    The Benefits of Bot Ticket Intake

    • All conversations are by default private between the user and ticket assignees
    • Users no longer need to remember the various Slack channels for support – all requests can funnel through the bot
    • You can set up custom SLAs and auto-response settings for the bot vs. other support channels
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    Users Viewing Ticket Submissions

    From the Unthread app homepage in Slack, users can view their history of requests, and easily jump back into the conversation.

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    Privacy & Sending Tickets to the Right Agents

    When the user submits a question, they’ll be prompted to select the correct Ticket Type for their request.

    As an example, if they select a “Laptop Replacement”, you can configure the request to be sent directly to the IT team. Separately, if they request “Time Off”, you can be sure this request is relayed directly to the HR team.

    Unthread will automatically handle privacy limitations so that ticket visibility is limited to only the correct team fielding the request.

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    Using Unthread AI

    As discussed above, users can select the right ticket for their request, but you can also leverage Unthread AI to make this process even easier:

    • Unthread AI can generate a helpdesk answer and deflect tickets before they reach a human
    • If the request is unclear, the bot can ask clarifying questions
    • Once a ticket needs to be created, the bot can auto-detect the ticket type, and the user can confirm
    • If additional fields are requested for that ticket, the bot will auto-populate these fields based on the conversation

    Ticket Confirmation

    During bot ticket intake in Slack, users may be given the option to either create a ticket or click nevermind.

    • Clicking nevermind marks the ticket as deflected, and the bot will not continue the conversation in that same Slack thread afterward.
    • If the user wants further help after clicking nevermind, they must start a new inquiry (create a new ticket) rather than continuing in the same thread.

    Enabling the Bot for Slack

    Head over to the “Settings” > “Slack”, and look for the “Bot DM” section to enable. You can also select a default Customer that will be linked for all new tickets created from DMs.

    White-Labeling the Main Bot

    We also support launching your own bot to Slack with your own brand and image. To configure this, navigate to the “Settings” menu in the left sidebar, then select “Settings” under the corresponding project. Next to the “Bot Configuration” section, you can configure your own brand and image.

    Customizing Bot Per Project

    Once a ticket type has been selected for a ticket that the user is filing through the bot DM's, you can have all future messages be sent by the Project-specific bot, with its own name and image (e.g. "HR Support Bot"), which can differ from the main bot configuration.