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.

Select an existing connection to Slack or establish a new connection.
- The connection needs to be an org-wide connection, ensure to check Make connection available to your dev org.

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.

Leave the sources as Create new or select existing sources with matching names if they have been created already.

Creating and managing tickets from Slack

Invite the DevRev bot to the channel from which you want to create DevRev tickets. You need to invite the DevRev bot to every channel where you want to create tickets.

Create tickets

You can create tickets in DevRev from Slack messages. To activate this feature in a private channel, you need to invite the @DevRev bot. You can create tickets in Slack by either of the following methods:

Create a ticket from a Slack message

Hover over a message in Slack and select the More Actions menu (⋮).
Select Create a ticket. If you don’t see the option, click on More message shortcuts and search for Create a ticket.
Fill in the required fields.
Submit the form.

If ticket creation was initiated from an existing thread, the form appears at the bottom of the thread.

If ticket creation was initiated from a new message on the channel, the form can be found in the thread of the message.

Slack does not show any indicator that a form was opened. You need to manually open the thread by clicking the Reply in thread option of the message to see the form.

Create a ticket or issue with a slash command

Enter /devrev create-ticket to create a ticket or /devrev create-issue to create an issue.
Fill in the required fields.
Submit the form.

Part Subscriptions

Enter /devrev sub <part display id or link> to subscribe to a Slack channel to get updates about a DevRev part and issues linked to it.
Enter /devrev view-subs to view active DevRev part subscriptions for a Slack channel.
Enter /devrev unsub <part display id or link> to unsubscribe a Slack channel to not get updates about a DevRev part and issues linked to it.

Ticket creation using the slash command does not support Enable 2-way sync between this thread and ticket customer chat. Create a ticket from a thread to sync it with customer chat.

Slack doesn't support slash commands in the threads.

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 via routing rules on the app.	Y
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

Post-creation configurations

Enable the following when filling out the ticket creation form according to your requirements:

Share ticket in the chat: Enable this if you want to send an acknowledgment message in the thread visible to everyone on the channel that a ticket was created. If disabled, only a message Visible to you is sent.
Enable 2-way sync between this thread and ticket customer chat: Enable this if you want to sync further messages in the thread with the ticket on DevRev. Messages sent from DevRev also go back to the Slack thread. Messages sent on Slack are also sent on the DevRev ticket.
- For tickets created from internal channels: The thread on Slack is synced with Internal Discussions on the ticket.
- For tickets created from slack-connect channels: The thread is synced with the Customer Messages on the ticket.

Attachments

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

Attachments sent from the app in customer messages or internal discussions are sent as separate messages on Slack. This is due to a technical limitation with Slack.

Linking customer account to Slack connect channel

To link an account in a connect channel, enter /devrev link <Account external ref>.

Enter the external ref without <> brackets. External ref is case sensitive, enter the exact value.

To get the external ref of an account, open the DevRev app. Press Ctrl+K (for Windows) or CMD+K (for Mac) and search for the name of the account that you want to link. Open the account and look for the External References field.

You can share the details of work (tickets or issues) or view them privately with the /devrev Slack command. To activate this feature in a private channel, you need to invite the @DevRev bot.

Share work details

Run /devrev send-view TKT-# or /devrev send-view ISS-#. You can include up to five space-separated items, for example: /devrev send-view TKT-# ISS-# TKT-#.

Privately view work details

Run /devrev view TKT-# or /devrev view ISS-#. You can include up to five space-separated items, for example: /devrev view TKT-# ISS-# TKT-#.

Receive DevRev Slack notifications

You can receive Slack notifications for various DevRev events. To receive notifications in a private channel, you need to invite the @DevRev bot.

Go to Settings > Integrations > Snap-ins > Slack.
On the Configuration tab, fill in the options to enable notifications.

The following DevRev notifications are supported:

A new ticket is created.
- Set Notify on Slack for created tickets.
A new conversation is created.
- Set Enable conversation notifications.
A customer replies to an existing conversation.
- Set Enable conversation notifications.
- After a notification is sent for a new reply, it does not send another for the same conversations for at least 10 minutes.

Provide the ID of the Slack channel dedicated to receiving notifications about new DevRev inbox conversations. You can find this channel ID by clicking on the channel name, scrolling to the bottom of the dialog containing details about the channel, and locating it under the About section.
Click Save > Next on the Configuration tab.
Invite the DevRev Slack bot to the channel to allow it to post notification messages. You can do so by @mentioning it in a message sent via the message composer.

If your Slack channel is private then invite the bot by using the /invite @devrev.

List of available commands

Enter /devrev help to display a list of available commands and their descriptions.