Helpdesk alerts in the Slack channels your team watches
Add Deskwoot to Slack and pick which channel gets which alert: new conversations, assignments, mentions, resolved conversations, CSAT ratings and SLA breaches. Each message has a button that opens the conversation in Deskwoot, where the reply happens.
Overview
Most support teams already talk in Slack. When a new conversation arrives or a customer leaves a low rating, the quickest way to get eyes on it is a message in the channel your team already watches.
The Deskwoot app for Slack posts 6 kinds of alerts: a new conversation from a customer, an assignment to a person or a team, a mention in a private note, a resolved conversation, a CSAT rating and an SLA breach. Each channel gets only the ones you tick, so #support can see every new conversation while #quality only hears about ratings.
Setup takes a minute: in Deskwoot, open Settings → Integrations → Slack, click Add to Slack and allow the app in your Slack workspace. Then pick a channel, tick its events and send a test message. Every Deskwoot plan includes it, the Free plan too.
Each message names the customer, the channel and the inbox, and shows the subject or the first lines the customer wrote. It never carries email addresses, phone numbers or order data, and a mention names only who was mentioned, not the note itself.
Replies always happen in Deskwoot, where the full conversation, the customer's history, Copilot and Fynn are. The button under each Slack message opens the conversation there.
What you get with the Slack integration
Alerts for new conversations
A message for every conversation a customer starts, on any channel, in the Slack channel you pick.
Assignments and mentions
Tell a channel when a conversation goes to a person or a team, or when a teammate is mentioned in a note.
Ratings and SLA breaches
Post CSAT ratings with the customer's comment, and SLA breaches as soon as a target is missed.
Open in Deskwoot
Every message has a button that opens the conversation, so nobody has to search for it.
Getting started
Connect Slack in 3 steps.
- In Deskwoot, open Settings → Integrations → Slack and click Add to Slack.
- Allow the Deskwoot app in your Slack workspace.
- Pick a channel, tick the events it should get and send a test message.
