Slack

The Slack snap-in lets you scale your customer support in Slack.

🎥 Video: DevRev Slack integration

Installing the Slack snap-in

Install the Slack snap-in from the DevRev Marketplace.
In Install Slack dialog, confirm the installation.
Enable the features you want and fill in the configurations. You can find a Slack channel ID by going to channel details.
In DevRev app, setup the connection in Settings > Snap-ins > Connections on top.
- Search and choose an existing connection or create a new one by clicking + Connection.
- Select Slack from the dowpdown list.
- Give it a name and sign in with Slack. Ensure to toggle on Make public to make the connection public for your organization.

This requires the user to establish a connection to Slack and have permission to install Slack apps. Depending on your Slack workspace settings, you may need to ask an administrator to establish the connection or approve your installation request.

Manage multiple Slack connect channels with DevRev conversations

Prerequisites

Enable conversation sync: Enable the conversation sync for Slack connect channels in your Slack configuration.
Link customer account: Link the customer account with the Slack connect channel. In the Slack channel, use the command /devrev link and select the customer to link from the list.
Invite DevRev bot: Invite the DevRev bot to each channel from which you want to create DevRev issues.

You must invite the DevRev bot to every channel you want to sync with DevRev. Slack threads will not sync with conversations, tickets, or issues if the DevRev bot is not added to the channel.

When a customer sends a message on a Slack connect channel, a conversation is created in DevRev. You can find the conversation in the Inbox vista in your DevRev app.

A DevRev user can reply to the Slack message from the end user directly from the DevRev app by sending a message in this conversation. Replies from DevRev are sent back to the thread of the original message from the end user. Not every new message creates a conversation. If an end user sends a message within five minutes of the previous message, it is added to the same conversation.

The rolling window for Slack connect channels

If a user sends multiple messages on the Slack connect channel within five minutes, all messages are added to the same conversation.
Each new message sent on the channel resets the five-minute window. If a user directly sends a message on the channel, it also resets the rolling window.
A message sent in the thread of an existing message is not counted as new.
Replies by the customer experience engineer from the DevRev app are always sent to the thread of the first message from the user that started the conversation.

Creating tickets for Slack connect channels

When a ticket is created in the DevRev app from a conversation initiated in a Slack connect channel, the ticket details will be sent as a new message in that channel. Additionally, the thread of this message will sync with the customer's message on the ticket. The ongoing conversation will continue to sync within the original thread.

Create and manage tickets and issues using Slack

Invite the DevRev bot to the channel from which you want to create DevRev tickets or issues by mentioning DevRev in the channel (@DevRev) or by typing /invite @DevRev. You need to invite the DevRev bot to every channel where you want to create tickets or issues and sync with DevRev. Slack threads will not sync with tickets or issues if the DevRev bot is not added to the channel.

Link customer account to Slack connect channel

To link an account in a connect channel, type the /devrev link command and select the account you want to link the channel to.

Creating a ticket in a Slack-connected channel can now be done silently by unchecking Send Updates and Sync Thread.

Create tickets or issues

You can create tickets or issues in DevRev from any Slack channel. To sync the Slack thread with DevRev, you need to invite the @DevRev bot. Slack threads in connect channels are synced with the Customer messages tab of the ticket, while Slack threads from internal or private channels are synced with the Internal discussion.

Create a ticket or issue from a Slack message or thread

Hover over a message in Slack and select the ⋮ (More Actions) menu. Select Create a ticket or Create an issue. If you don’t see the option, click on More message shortcuts and search for Create a ticket or Create an issue. Alternatively, you can use the command /devrev create-ticket or /devrev create-issue.

Slack doesn't support slash commands in threads.

Fill in the required fields in the form.
Click Submit.

Filling out the ticket creation form

Field Name	Example	Details	Mandatory
Title	Payment gateway currency conversion issue.	This is AI generated from the messages present in the entire thread.	Y
Description	The payment gateway is experiencing issues with currency conversion, resulting in incorrect or inconsistent conversion rates being applied. We need to investigate and resolve the currency conversion issue to ensure accurate payment processing.	This is AI generated from the messages present in the entire thread.	Y
Part	Payment gateway	List of Products and Capabilities by default with the ability to search for any part name.	Y
Owner	John Romero	Pre-filled with the user creating the ticket. Can be configured through routing rules on the app.	Y
Group	Support	The team to which the issue should be routed. If routing rules are configured, the group may be updated after the issue is created.	N
Severity	High	One of the four values - Blocker, High, Medium, Low.	Y
Customer	Umbrella Corp	Name of the customer on behalf of which the ticket is being created. This is auto-populated in the case of Slack connect channels if the customer account is linked to the channel. For internal channels, the user can search for the name of the customer account.	N

For more information about tickets, see tickets.

Filling out the issue creation form

Field Name	Example	Details	Mandatory
Title	Payment gateway currency conversion issue.	This is AI generated from the messages present in the entire thread.	Y
Description	The payment gateway is experiencing issues with currency conversion, resulting in incorrect or inconsistent conversion rates being applied. We need to investigate and resolve the currency conversion issue to ensure accurate payment processing.	This is AI generated from the messages present in the entire thread.	Y
Part	Payment gateway	List of Products and Capabilities by default with the ability to search for any part name.	Y
Owner	John Romero	Pre-filled with the user creating the ticket. Can be configured through routing rules on the app.	Y
Priority	P0	One of the four values - P0, P1, P2, P3.	Y

For more information about issues, see issues.

Attachments

Attachments from the entire thread are automatically added to the ticket’s or issue's description at the time of ticket or issue creation.

Customizing the ticket or issue creation form

The ticket or issue creation form mirrors the one within the DevRev app. It automatically includes all fields marked as Show during creation in the object customization settings. For detailed information on customizing the ticket form, refer to Object customization.

To customize your ticket or issue creation form, go to Settings > Object Customization > Ticket or Issue.

Additional creation configurations

Enable Share ticket with everyone or Share issue in the chat to send an acknowledgment message in the thread, visible to everyone in the channel, confirming that a ticket or issue was created. If Share ticket with everyone or Share issue in the chat is disabled, only a message marked as Visible to you will be sent. The ticket or issue thread is synced with the DevRev ticket or issue only if the Share ticket with everyone or Share issue in the chat option was enabled before creation.

For tickets created from internal channels: The thread on Slack is synced with the Internal Discussions on the ticket.
For tickets created from Slack-connect channels: The thread is synced with the Customer Messages on the ticket.

Updating tickets and issues from Slack

You can update tickets and issues directly from Slack in the same thread where they were created.

Locate the thread containing the ticket or issue you want to update.
Click the View/Update button within the thread. This will open a form similar to the one used for ticket or issue creation.
All fields that are not marked as Read only and Hide field will be available for updating directly from Slack.

This process allows you to manage tickets and issues without ever leaving Slack.

You can share or view DevRev records details in Slack using the /devrev view command. This allows you to search for tickets, issues, opportunities, and parts directly within Slack.

To view specific record details, use the following commands:

/devrev view TKT-#
/devrev view ISS-#

These commands open the specific object mentioned in the command.

Ticket digest

To see all open and in-progress tickets in Slack, use the /devrev ticket-digest command. This opens a modal with a paginated list of all open and in-progress tickets.

Configuring DevRev Slack notifications

DevRev supports the following notifications in Slack:

New issue created: Get notified when a new issue is created.
New ticket created: Set up notifications for newly created tickets.
New conversation or message: Receive notifications when:
- A new conversation is created.
- A new customer message is received in an existing conversation.
- A new customer message is received in an existing ticket.

Go to Settings > Integrations > Snap-ins > Slack> Configure.
In the Configuration tab, enable notifications.
In the Channel ID to send ticket notification field enter the ID of the Slack channel dedicated to receiving notifications about new DevRev inbox conversations.

To find the channel ID, click on the channel name. Scroll to the bottom of the pop-up containing channel details. Locate the ID under the About section.

Click Save & Next.
To allow the bot to post notifications, enable the Sync bot messages from DevRev to Slack configuration in the Slack snap-in.

If your Slack channel is private, invite the bot using the /invite @devrev command.

List of available commands

Enter /devrev help to display a list of available commands and their descriptions. If the command doesn't work, the snap-in might not be configured correctly. Check the snap-in settings in your account to ensure it is active and that channel names are added with notifications enabled.

Slack doesn't support app commands in threads.