SupportCandy Slack integration

Support teams can keep track of new tickets and customer replies in Slack, where they already communicate with one another. Notifications include a link to the full ticket in the support portal, so agents can open the ticket when they need more context.

Agents can respond to customer tickets from Slack threads without logging into the WordPress backend. Slack users can be associated with SupportCandy agents so replies are linked to the right agent. If no match is found, a fallback agent handles the response.

Features

• Ticket notifications: Send alerts to a designated Slack channel when a new support ticket is created or a customer replies.
• Replies in Slack: Respond to customer tickets directly in Slack threads without logging into the WordPress backend.
• Agent association: Link Slack users with SupportCandy agents so responses can be associated with the corresponding agent.
• Fallback agent: When a Slack user has no matching SupportCandy agent, a fallback agent handles the response.
• Ticket links: Include a ticket URL in each Slack notification so agents can open the full ticket in the support portal.
• Verified webhooks: Use Slack API verification for incoming webhook calls to authenticate communication between Slack and SupportCandy.

Best for

• Support teams using SupportCandy and Slack
• WordPress sites handling customer support tickets
• Agents replying to customers from Slack