Slack

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

🎥 Video: DevRev Slack integration

Installing the Slack Snap-in

Follow these steps:

1. Install the Slack snap-in from the DevRev Marketplace.

2. Select the dev org to install the snap-in and confirm the install dialog.

3. Enable the features you want and fill in the configurations.

   You can find a Slack channel ID by going to channel details.

4. 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.

note

This requires the user to establish a connection to Slack and has 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.

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

Using the Slack snap-in

In order to make use of these features, the Slack user initiating them must have a DevRev account. Specifically, the Slack user email should match that of a user in DevRev.

Support via Slack Connect

The DevRev snap-in offers various features to enhance and scale support provided via Slack connect channels. A Slack connect channel is a shared resource with one (or, rarely, more) external organization(s). You can enable this feature for one or more connect channels. To enable these features for a Slack connect channel, you need to associate the connect channel with one or more customers. Once this association is made, any new ticket created in this channel is associated with the specified customer and you can track selected Slack threads in your DevRev inbox.

To activate this feature

1. Invite the @DevRev bot to the Slack connect channel.
2. Run /devrev link = <Customer external ref> inside the Slack channel. For example, /devrev link = example.org. You can find the value of the customer external ref in the External ref field of the selected customer in the Customers page in the DevRev app.

To deactivate this feature

You can remove the link between your customer and the Slack channel by following these steps:

1. Go to the Customers page in the DevRev app and select the customer to unlink. Copy its External ref.
2. Run the command /devrev unlink = <Customer external ref> inside the Slack channel. For example, /devrev unlink = example.org.

Sync support conversations

You can enable a 2-way sync between customer conversations in Slack threads and the DevRev inbox. This feature can only be used in a Slack connect channel. There are two ways to use this feature:

Sync via a DevU created ticket

1. Create a ticket in a Support via Slack Connect enabled channel.
   • The ticket has to be created from a RevU message, specifically from a message created by the other Slack organization's users.
2. Check the Sync the thread with a conversation on DevRev checkbox.

Sync via a RevU (customer) initiated conversation

This feature allows customers to create a conversation in DevRev via Slack. When a user uses one of the configurable keywords in a Slack Connect channel, they are prompted if they would like to create a conversation. If the user confirms, a new DevRev conversation is created and a thread in Slack is started. DevRev syncs the Slack thread with the DevRev conversation.

To enable this feature, Enable RevUser to create a conversation must be set in the Slack snap-in configuration. The keywords can be configured via Keywords to enable 'send support request'.

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.

Create a ticket from a Slack message

1. Hover over a message in Slack and select the more actions menu (⋮).
2. Select Create a ticket.
3. Fill in the title. Other settings are optional.
4. Submit the form.

Create a ticket with a slash command

1. Run /devrev create-ticket.
2. Fill in the title. Other settings are optional.
3. Submit the form.

Share and view work details

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

1. Go to Settings > Integrations > Snap-ins > Slack.
2. 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
  • note

    After a notification is sent for a new reply, it is not send another for the same conversations for at least 10 minutes.

3. 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 pop-up containing details about the channel, and locating it under the About section.
4. Click the Save & Next button on the configuration tab.
5. 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.

note

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

List of available commands

You can run /devrev help to display a list of available commands and their descriptions. Note: Slack doesn't support app commands in the threads.