Slack

Turn Slack messages into tickets without leaving the channel.

Install

About this App

When a customer or colleague asks for help in Slack, the request shouldn’t get lost in a busy channel. Connect Slack to SparrowDesk and any message can become a ticket, either automatically or with an emoji reaction. Your team keeps talking in Slack, and SparrowDesk keeps the record.

Replies sync both ways. Your agent answers from SparrowDesk and the reply posts in the Slack thread. Anyone who replies in Slack shows up in the ticket.


With Slack connected, your team can:

  • Create a ticket from every message in a channel, or only when an agent reacts with a chosen emoji
  • Mention the SparrowDesk AI Agent on any message to turn it into a ticket on the spot
  • Reply from SparrowDesk and have the answer post back to the Slack thread
  • Let Slack users join the conversation without taking up an agent seat
  • Keep assignments, history and ticket data in SparrowDesk

Good to know:

  • SparrowDesk only works in channels you add it to. It doesn’t get workspace-wide access. For private channels, invite the app from Slack first.
  • Each channel maps to one brand. One brand can cover several channels, so you can route different Slack channels to the right team.
  • Internal notes stay internal. Notes added in SparrowDesk never post to Slack.
  • Resolved tickets reopen on their own. If someone replies in the linked Slack thread after a ticket is resolved, it reopens.
  • Tickets keep a snapshot. Edits made to a Slack message after the ticket is created don’t change the ticket.

How to enable this integration?

You’ll need admin access in SparrowDesk and admin access to the Slack workspace you want to connect. The Slack integration is available on the Starter plan and above.

  1. In SparrowDesk, go to Settings → Channels
  2. Find Slack and click Connect Slack
  3. Sign in to Slack and approve the permissions
  4. Add the SparrowDesk app to the channels you want tickets from
  5. In Settings → Slack, click Add channel, choose the channel, map it to a brand and pick a ticket creation mode

Get started

Follow a step-by-step guide to connect and start using the integration.

Open Slack setup guide