The Slack integration lets your team open and work tickets from the place they already chat. Connect it when you want requests from Slack to land in Helpdesk without anyone copying them over.
Feature/Functionality
Overview
After you connect your workspace, people can raise tickets from Slack. Each ticket keeps its link to the Slack thread it came from, and replies travel in both directions.
How to use
Connect your Slack workspace
Each workspace is connected once. Only admins can do it (see Permissions below).
- Go to Helpdesk > Settings > Slack.
- Under Slack workspace, click Connect Slack. Slack opens and asks you to authorise the Factorial IT app.
- Accept the permissions Slack asks for. You are sent back to ticket settings, where the workspace now shows as connected.
Choose the channels that create tickets
In Helpdesk > Settings > Slack, go to Channels creating tickets and add every channel Factorial IT should watch.
In a channel you have added, any new message or a mention of the app opens a ticket. Channels that are not on the list are ignored.
Ways to open a ticket from Slack
| From | How | Result |
|---|---|---|
| A subscribed channel | Post a message, or mention the app | A ticket is created from the message |
| A direct message | Send a message to the app | A ticket is created from the message |
| Any message | Use the Create ticket message shortcut and fill in the form (Title, Priority, Assignee, Description) | A ticket is created from that message |
| A slash command | Type the ticket slash command followed by a title | A ticket is created with that title |
The app answers in the thread to confirm the ticket. That reply is what links the ticket to the thread.
Factorial IT writes the title and description from the Slack message, so the ticket is ready to work without extra editing.
Two-way sync with the thread
A ticket opened from Slack stays tied to its thread, and messages move both ways:
- From Slack to ticket. A reply in the linked thread is added to the ticket as a comment.
- From ticket to Slack. When you post a public reply on the ticket with Also send to Slack selected, it appears in the thread.
Internal notes never reach Slack. Only public replies go to the thread, so private context stays with your team.
Replies only sync inside a thread that is already linked to a ticket. A new message in the channel opens a separate ticket. It does not join an existing one.
Track progress from the thread
The app adds a reaction to the first message in the thread, so the requester can see the status without opening the ticket:
- ⏳ while ONE is working on the ticket
- ✅ once the ticket is done
How senders are recorded
- When a Slack user's email matches an employee, the message is recorded under that employee.
- When there is no match, the message is recorded as coming from an external requester, by email.
- Messages from other apps or bots keep their Slack display name.
Permissions
- Connecting Slack and managing which channels create tickets are admin actions in ticket settings.
- Opening a ticket or replying from Slack is open to anyone who can post in a subscribed channel or thread.
Disconnect Slack
Go to Helpdesk > Settings > Slack and click Disconnect. Your existing tickets are kept. No new tickets or replies arrive from Slack until you connect again.
Tips and Best Practices
- Use one dedicated IT channel. Every message in a subscribed channel opens a ticket, so general chat channels create noise.
- Reply inside the thread. A reply posted as a new channel message opens a new ticket instead of updating the old one.
- Use the Create ticket shortcut for requests buried in other channels. It turns any message into a ticket without subscribing the whole channel.
- Make sure Slack emails match employee records. Otherwise messages are recorded as external requesters.
Troubleshooting and FAQ
Troubleshooting
- Messages in a channel do not create tickets. Check that the channel is listed under Channels creating tickets.
- A reply did not reach the ticket. It was probably posted outside the linked thread. Only replies inside that thread sync.
- My reply from the ticket did not appear in Slack. Check it was a public reply with Also send to Slack selected. Internal notes never go to Slack.
- A colleague shows up as an external requester. Their Slack email does not match the email on their employee record.
FAQ
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Who can connect Slack?
Admins, from ticket settings.
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Do employees need a Factorial IT account to open a ticket from Slack?
No. Anyone who can post in a subscribed channel or thread can open a ticket or reply.
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What happens to tickets when I disconnect Slack?
They stay. Only new tickets and replies from Slack stop until you reconnect.
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What do the ⏳ and ✅ reactions mean?
⏳ means ONE is working on the ticket. ✅ means it is done.