Slack

Updated 1 month ago by Axelle Heems

Benefits of Slack:

When a new ticket is created, you can connect Slack to post a notification in the Slack channel of your choice.

How to connect Slack?

  1. In Slack, click on "Apps & integrations"
  2. In the top right, click "Build" to add a custom integration
  3. Click "Incoming WebHooks"
  4. Select the channel where you want to see notifications of new tickets, then click "Add Incoming WebHooks Configuration"
  5. Copy the Webhook URL
  6. In Gorgias, create an "HTTP Integration"
  7. Paste the Webhook URL from Slack into the URL
  8. Paste the code below into the body (to pass the ticket information to Slack)
  9. Select "Ticket Created" as a trigger
  10. Click "Add Integration"

Here’s the request body (JSON) that you can paste:

{
"text": "New ticket <https://{{ticket.account.domain}}.gorgias.io/app/ticket/{{ticket.id}}|*{{ticket.subject}}*> from *{{ticket.customer.name}}*",
"attachments": [
{
"text": "{{ticket.first_message.body_text}}",
"title": "{{ticket.subject}}",
"title_link": "https://{{ticket.account.domain}}.gorgias.io/app/ticket/{{ticket.id}}"
}
]
}

Congrats, you're all set!

**Please note, this integration is available to all customers but will only be supported for Advanced and Enterprise plan customers. While any plan can set up the integration following the instructions,  due to the manual work it requires on our end, if you are on the Basic or Pro plan we will not be able to provide support in setting it up or fixing any issues with it should they arise.


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