This is due to the permissions within group DM's being different as well as the inability for the bot to be added as they're not exactly channels, but function like them in certain ways. For group DM's, Emoji Reactions will not create a ticket. With those two Recipes enabled and the setting off, tickets will be created with 1 click and automatically routed to a Queue based on the Recipe. Then, make sure that the setting to "Require form selection for tickets created with an emoji or message action" is disabled on the Queue in Recipe #2. “When XX emoji is added to a message, send the ticket to YY Queue”. “When XX emoji is added to a message, make a ticket”Ģ. If you want tickets to be created automatically without a form, you'll need to add additional Recipes. As long as the end-user is listed as the requester, they can view updates on the ticket through the App Home. You'll be able to change the requester and ticket contents through that window if needed, then it will get sent to the triage channel. Like within public help desk channels, just attach the specific emoji required to the requester's message, like so:įrom here, you'll receive a notification from the Halp bot to select a form. If youd prefer one of the conversations to be bigger or wider, maybe to suit a priority conversation, you can click.
The easiest way to create a ticket from a direct message is the Emoji Reaction. From your desktop (and as a sidenote, this function does not yet work on the web app), press Cmd (Mac) or hold Ctrl (Windows/Linux) and click on a DM or conversation in your left sidebar. Luckily, Halp was created with this specific pain point in mind we give you a way to track, manage and escalate these private requests so that way they (and you!) don't get lost in the void of your DM's.įirst things first, in order for Halp to gain access to an agent's DM's, they'll need to log into the Web UI to authorize permissions. Oftentimes, being a help desk agent means getting constantly DM'd in Slack with questions, requests, and the like from people in your org who may not know where to get the help they're looking for. Slack administrators can disable DM invites if they see fit, but this is bound to be a long-term play for Slack even if it requires some additional tweaking here and there. Creating Tickets from Slack Direct Messages