Slack Snap-in

The Slack Snap-in lets you scale your customer support in Slack. With the DevRev Slack Snap-in, you can:

Installing the Slack Snap-in#

Follow these steps:

  1. Install the Slack Snap-in from the DevRev Marketplace.
  2. Select the DevOrg to install the Snap-in and confirm the install dialog.
  3. Enable the features you want and fill in the configurations.
    • slack_ticket_notification_channel: Sends new ticket creation notifications to this Slack channel. Get the Slack channel ID from channel details.
    • ticket_default_stage: The state a ticket created from Slack will default to.
      • queued
      • work_in_progress
      • awaiting_product_assist
      • awaiting_development
    • part_type_for_ticket_creation: The type of part that can be selected when creating tickets from Slack.
      • product
      • capability
      • feature
      • runnable
      • linkable
  4. Select an existing connection to Slack or establish a new connection.
    • The connection needs to be an-org wide connection, make sure to check Make connection available to your DevOrg.
  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. Spefically 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. To enable these features, you will need to associate a Slack connect channel with one or more RevOrgs. The Slack connect channel must be owned by your organization. Once this association is made, any new ticket created in this channel will be associated with the specified RevOrg and can track conversations in your DevRev inbox.

To activate this feature

  1. Invite the @DevRev bot to the Slack connect channel.
    • The Slack connect channel must be owned by your organization. You can verify this in the Slack channel details, under Organizations.
  2. Run /devrev support and select the RevOrgs to associate with this channel.

To deactivate this feature

You can remove the link between a DevRev RevOrg and all associated Slack channels with the following steps:

  1. Go to Customers in DevRev and select the RevOrg.
  2. Remove the slack.channel.link-revorg tag.

Sync support converations#

You can enable a 2-way sync between customer conversations in Slack threads and the DevRev PLuG inbox. This feature can only be used in a Slack connect channel where Support via Slack Connect has been enabled.

Sync support conversations

  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.

Create tickets#

You can create tickets in DevRev from Slack messages. To acvitate this feature in a private channel, you will need to invite the @DevRev bot.

Create a ticket from Slack

  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.

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 acvitate this feature in a private channel, you will 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-#.