ticket and conversation syncing with same slack thread
ART-2035_KNOWLEDGE_NODE-41
Slack threads, all the messages from both Slack threads reach only the primary ticket in DevRev, while messages from DevRev only sync to the primary ticket\xe2\x80\x99s Slack thread.\n* If only one ticket has a syncing Slack thread, that thread syncs with the primary ticket.\n* No messages from the duplicate ticket sync to Slack.\n* If a ticket is immutable but receives a new customer message in its Slack thread, a follow-up ticket is automatically created for future discussions.\n\n### New
Slack | Integrate | Snap-ins | DevRev
ART-6174_KNOWLEDGE_NODE-30
there.\n\n![]()\n\nSlack end-user experience\n-------------------------\n\nWhen a conversation is converted to a ticket in Slack:\n\n* Ticket information appears within the same thread.\n* All subsequent messages sync with the newly created ticket.\n* The transition is seamless for the end user.\n\nConversation conversion scenarios\n---------------------------------\n\nConsider converting a conversation to a ticket in these scenarios:\n\n* Complex issues requiring in-depth investigation\n*
Conversation to ticket conversion | Conversations | Computer for Support Teams | DevRev
ART-2035_KNOWLEDGE_NODE-38
recommended if you already have a conversation in progress. Configure the snap-in to send or not send a ticket summary card to the Slack thread using the **Notify on conversation to ticket conversion** setting. Regardless, the Slack thread will sync with the new ticket instead of the ongoing conversation.\n\n![]()\n\nSlack does not support slash commands in threads.\n\nChoosing one of the first two options will open a pop-up modal with the new ticket form. Complete the required fields; some
Slack | Integrate | Snap-ins | DevRev
ART-4271_KNOWLEDGE_NODE-28
PLuG widget:\n\n  * The ticket number and basic details appear in the same conversation pane.\n  * Users can click **Details** to view complete ticket information.\n  * If the **Tickets** tab is enabled in PLuG, users can track their ticket status there.\n\n### Slack experience\n\nWhen a conversation is converted to a ticket in Slack:\n\n  * Ticket information is sent within the same thread.\n  * All subsequent messages sync with the newly created ticket.\n  * The transition is seamless for the
Convert Conversations to Tickets | Conversations | Support | DevRev
ART-2035_KNOWLEDGE_NODE-40
channel determines the sync location in DevRev:\n\n* **External/Connect channels:** Syncs with the **Customer Messages** panel.\n* **Internal channels:** Syncs with the **Internal Discussions** panel.\n\nSyncing different panels to separate Slack threads is not supported.\n\n![]()\n\nOnly shared tickets are synchronized between DevRev and Slack.\n\n### Follow-up and merged Tickets\n\nThe Slack snap-in supports follow-up and merged tickets.\n\n* When two tickets merge, and both have syncing
Slack | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-34
minutes after a conversation is created.\n* Any new message sent directly in the channel within this time frame is appended to the existing conversation.\n* A new direct message from the customer resets the roll window timer.\n* Any message sent from DevRev will be synced to the thread of the first message that initiated the conversation.\n* Only messages within the thread of the originating message of the conversation are synced.\n* Messages within Slack threads of follow-ups sent directly to
Slack | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-42
ticket notifications\n\n* Enable through the **Notify on new ticket creation** snap-in configuration.\n* Provide a Slack channel ID in the **Channel ID to send ticket notifications** configuration.\n* Snap-in will send notifications to the target channel whenever a new ticket is created, regardless of the source channel or platform.\n* Notification message threads are **not** synced between platforms.\n\n### Notifications for ticket state update\n\n* Enable through **Notify on ticket state
Slack | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-57
**Slack snap-in event discussions panel** to automatically invite the DevRev app to all public channels.\n  + Private channels still require manual addition.\n\n### When sync is not possible\n\nIf sync isn\xe2\x80\x99t possible, the form will display a clear warning. Possible reasons include:\n\n* The thread is already in sync with another DevRev object.\n* Sync is not supported for the object in the given Slack channel.\n* The DevRev app is not a member of the channel.\n* The channel is
Slack | Integrate | Snap-ins | DevRev
ART-1979_KNOWLEDGE_NODE-61
following scenarios can lead to the creation of follow up ticket:\n\n* Customers communicated on an archived/immutable ticket from any channel such as email.\n* Customer communicated on a merged ticket and the primary ticket is also archived.\n\nAfter creation of a follow up ticket the customer messages will reflect only on the new followup ticket and the customer will continue to see response on the same thread in channels like email & slack. The user can continue responding on the new follow
Tickets | Computer for Support Teams | DevRev