FyneDesk for Slack

FyneDesk for Slack brings your help desk into the place your team already works. Get ticket updates in a Slack channel, raise and answer tickets without leaving Slack, and let agents get alerts as direct messages.

Before you start

• A FyneDesk account — you'll connect Slack from inside FyneDesk.
• A Slack workspace where you're allowed to add apps.
• Admin access in FyneDesk — connecting Slack is an admin action.
• A FyneDesk Pro or Business plan — Slack is a Connection, so channel notifications, raising/working tickets, and agent DM alerts all require Pro or Business.

Step 1 — Connect Slack

1. In FyneDesk, open Settings → Connections → Slack.
2. Click Add to Slack.
3. Slack shows a permission screen. If you're in more than one workspace, pick the right one at the top, review what FyneDesk can do, and click Allow.
4. You're returned to FyneDesk, which now shows your connected workspace.

Step 2 — Set up channel notifications (Free)

1. On the connected Slack card in FyneDesk, pick the channel where updates should appear.
2. Choose which events post — for example new ticket, status change, or SLA alert. Sensible defaults are pre-selected.
3. Click Send test message to confirm it works — a sample card should appear in your channel.

• For a private channel, invite the FyneDesk app first: type /invite @FyneDesk in that channel. If FyneDesk can't post, this is almost always why.
• Notifications appear within about a minute of the activity in FyneDesk.
• The channel only ever shows your own organization's tickets — the same information your team already sees inside FyneDesk.

Step 3 — Raise a ticket from Slack (Pro)

There are three ways:

A. Slash commands

• /fynedesk — opens a short form where you choose the type (Incident or Service Request), then fill in the details.
• /incident — opens the same form already set to Incident.
• /request — opens the same form already set to Service Request.

B. From an existing message

• Hover over any Slack message, then choose More actions (⋯) → Create ticket from message. The form opens pre-filled with that message's text.

The form asks for:

• Subject — a short summary.
• Description — the details.
• Priority — Low, Medium, High, or Critical.
• Team (optional) — leave on "Auto-route" to let FyneDesk's rules decide.
• Type — Incident or Service Request (already set if you used /incident or /request).

You don't enter who's reporting it — FyneDesk recognizes you automatically from your Slack account and records you as the requester. When you submit, you'll get a confirmation with the new ticket number and a link.

Step 4 — Work on a ticket from Slack (Pro)

Once a ticket has a Slack thread:

• Reply in the thread — your reply is added to the ticket as a comment in FyneDesk, and replies or status changes made in FyneDesk appear back in the same thread. The whole conversation stays in one place.
• Action buttons on the ticket message let agents Assign to me, Resolve, or change priority without opening FyneDesk.

• Only FyneDesk agents can take actions on a ticket from Slack. People who simply raise tickets can't action them.
• Replying to a ticket that was already resolved or closed will reopen it — the same way replying to a support email does.

Step 5 — Agent alerts as direct messages (Pro)

Agents can get a Slack DM from FyneDesk the moment something needs them — for example when a ticket is assigned to them or they're mentioned.

• An agent links their own Slack from their FyneDesk settings.
• DMs follow each agent's existing notification preferences in FyneDesk — if they mute or pause notifications, the Slack DMs go quiet too.
• This is in addition to (or instead of) email — agents choose what they want where.

Manage or disconnect

• Change settings anytime from Settings → Connections → Slack — switch the channel, change which events post, or update options.
• Disconnect from the same screen. Disconnecting stops all Slack posts and removes FyneDesk's access to the workspace. You can reconnect later.

Troubleshooting

FyneDesk isn't posting to my channel. Most often the app hasn't been added to that channel. In the channel, type /invite @FyneDesk, then send a test message again. For private channels this step is required.

/incident or /request doesn't do anything. Another app may already use that command name — use /fynedesk instead.

I see a "this is a Pro feature" message. Slack is a Connection, available on Pro and Business — channel notifications, raising and working tickets, and agent DM alerts. Upgrade in FyneDesk to unlock it.

Does this work on the free Slack plan? Yes. Free Slack workspaces limit how many apps can be installed, and FyneDesk counts toward that limit. Paid Slack plans have no app limit.

Privacy & trust

FyneDesk only uses the Slack information it needs to create and update tickets — the name and email of the person taking an action, and the messages inside a ticket's thread. It doesn't monitor your channels or read unrelated conversations. Access tokens are encrypted, every workspace is isolated to its own FyneDesk organization, and an admin can disconnect at any time. Full details are on FyneDesk's Security & Privacy page.