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Slack Integration

Ian Alexander
  • Updated

 

Slack is a cool team chat app. Check them out at slack.com.

Go get a free account and your whole team can have a proper chat app with rooms, permissions, integrations, a mobile app that doesn't suck, and oh yeah — it integrates with your Syncro account.

Table of Contents

Set up Slack integration
Set up Slack Bot integration
Message Formatting

 

Set up Slack integration

  1. Head to Admin > App Center.
  2. Click the Slack app card.
  3. Click the Inbound Webhook link to add a webhook integration into your Slack account.
  4. In Slack, next to Incoming WebHooks, click Add.
  5. Click the Post to Channel dropdown and select which channel you want notifications to go to.
  6. Click Add Incoming WebHooks Integration.
  7. Copy the Webhook URL link they provide.
  8. Switch back to Syncro and paste that URL into the Slack Webhook URL field.
  9. Click Save.
  10. Navigate to Admin > Notification Center.
  11. Add a new set or edit an existing one.
  12. On the far right next to anything you want to show up in your Slack chatroom, check the Webhook checkbox.
  13. Click Create Notification Set or Update Notification Set.
  14. Optionally, you can setup notifications in Slack for a specific room too, so these could give you push notifications and desktop notifications for some actions.



Set up Slack Bot integration

First, go add a "slash command" here.

https://my.slack.com/services/new/slash-commands

Set it up like this:
URL: https://admin.syncromsp.com/api/v1/slack/seattle

Token: Slack generates it. Copy it and paste it into your Slack app card settings page.

It should get put here in Admin > App Center > Slack app card.

These are the slash commands that we currently support:

Slash commands

Message Formatting

Here is a tip shared by a pro user to get the links to your ticket notifications.

If you would like to customize your messages you can try using some of the steps inside Slack's knowledge base article: Formatting text for app surfaces

How to escape characters
There are three characters you must convert to HTML entities and only three: &, <, and >.

  • Replace the ampersand, &, with &amp;
  • Replace the less-than sign, < with &lt;
  • Replace the greater-than sign, > with &gt;

Slack will take care of the rest.

Variables

Some messages contain special words with extra behavior. For these, we use the format <!foo>, where foo is a special command. Currently defined commands are !channel, !here, and !everyone. These indicate an @channel, @here, or @everyone message, and should cause a notification to be displayed by the client.

Note that to display @here on older mobile clients you will need to specify a label with the <!here> command (eg. <!here|here>).

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