slack reply not pulled in
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-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-2035_KNOWLEDGE_NODE-35
the channel will not sync to DevRev.\n\nConversation notifications\n--------------------------\n\nAny new message added to a conversation within your DevRev workspace, regardless of its originating source channel or platform, can trigger a notification in a designated Slack channel, helping your team stay updated on customer interactions.\n\n### To enable conversation notifications\n\n1. Turn on **Enable the conversation notification feature** in the Slack snap-in configuration.\n2. Provide a
Slack | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-33
DevRev app.\n\nIf a message is sent to a Slack thread belonging to an archived conversation, the Slack snap-in creates a new follow-up conversation, and all messages sync to this new conversation.\n\n![]()\n\nA Slack channel can be linked to only one DevRev account workspace, and vice versa.\n\nConversation roll window\n------------------------\n\nTo avoid multiple conversations for related customer messages, a **conversation roll window** is used.\n\n* The roll window remains active for five
Slack | Integrate | Snap-ins | 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-48
channel.\n\n1. **Sync messages with the thread (for incidents created from Slack)**\n\n* Works only for incidents created from Slack.\n* It syncs messages with the originating thread, similar to ticket and issue work items.\n\n1. **Sync messages with the notification thread**\n\n* Syncs with the thread of the incident notification sent on the channel mentioned in the **Channel ID to send incident notifications** configuration.\n* Works for all incidents irrespective of source channel or
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-55
Set up 2 way message synchronization between a complete Slack channel and DevRev object discussion. | - Slack connection   - DevRev object ID   - Slack channel ID | N/A |\n\nAdditional capabilities and limitations\n---------------------------------------\n\n### 2-way sync between DevRev and Slack\n\n* If two-way sync is enabled on an object, new messages received from non-Slack source channels will appear in DevRev but won't sync to the Slack thread.\n* By default, messages from bots, service
Slack | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-58
private or a DM.\n\n> In such cases, the object can still be created, but without two-way sync.\n\nDevRev object customization support\n-----------------------------------\n\nThe Slack snap-in honors DevRev\xe2\x80\x99s object customizations, including:\n\n* Custom fields and subtypes\n* Stock field overrides\n* Slack-specific client overrides\n* Summary view card\n\nThe summary view card of all objects can be customized.\n\n* Only fields marked with **Show in Summary = true** in object
Slack | Integrate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-30
organization.\n\nList of available commands\n--------------------------\n\nAfter installation, visit your Slack workspace and enter the command /devrev help. A pop-up modal will display all the available commands.\n\nCreate DevRev conversations from Slack\n--------------------------------------\n\nThe snap-in enables support teams to manage customer interactions directly from DevRev. You can enable this feature by toggling the **Sync conversations from Slack to DevRev** setting.\n\nTo start
Slack | Integrate | Snap-ins | DevRev
ART-4021_KNOWLEDGE_NODE-25
scraped.\n\nConfiguration\n-------------\n\n1. Create a Slack app for your workspace at <https://api.slack.com/apps>.\n2. In the **App features** section, generate agent token in **OAuth & Permissions**.\n3. Give the app agent the following access:\n\n   * channels:history\n   * channels:read\n   * groups:history\n4. Invite the agent to the workspace.\n5. Save the agent access token as a connection of type snap-in secret in the DevRev app.\n\nHow to use\n----------\n\n1. Install the
Slack scraper | Automate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-54
given DevRev user   - Can be used to later send direct messages to the user on the Slack using Send message to Slack node. | - Slack connection   - DevRev user id | - Slack user id |\n| Start Thread Sync | - Set up 2 way message synchronization between a Slack thread and a DevRev object discussion. | - Slack connection   - DevRev Object ID   - Slack channel ID   - Slack thread ID (message ID of parent message, returned by send message to Slack workflow node) | N/A |\n| Start Channel Sync | -
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-4199_KNOWLEDGE_NODE-27
message.channels.\n7. Add this custom app and the **DevRev Slack Bot** into the Slack channel from which you want to create the DevRev object.\n\nConfigure DevRev\n----------------\n\n1. Add the Slack Signing Secret and Slack Bot Token copied from the custom Slack bot app.\n2. Add the channel IDs for either incidents, tickets or issues.\n3. Click the respective buttons to enable the sync between threads.\n4. Select the part ID to associate a particular part.\n5. Click **Save** and copy the
Slack message agent | Automate | Snap-ins | DevRev
ART-2035_KNOWLEDGE_NODE-44
directly from Slack:\n\n* Using the /devrev create-issue command.\n* Using the **Create a new issue** message action.\n\nBoth the options open a new pop-up modal with a new issue form. Some of the fields are pre-populated based on the messages in the thread.\n\n* The **Share with everyone** functionality operates identically to ticket creation. Only shared issues are synchronized between the platforms.\n* The messages are always synced in the **Internal Discussions** panel with Slack thread.\n*
Slack | Integrate | Snap-ins | DevRev
ART-968_KNOWLEDGE_NODE-2
The tagging will occur once the\nticket is created from a Slack channel provided the ticket-share acknowledgment\ncheckbox is enabled(the conversation stays private otherwise). This app connects with a\nSnapin at DevRev that would invoke the app at the time of ticket creation. The ticket\xe2\x80\x99s\nsource(Slack) serves as the delimiter.\nYield:\n\nThe group\xe2\x80\x99s ID is obtained within the configuration of the snapin at DevRev\nas shown below.\n\nGroup ID to be obtained from within the
Rocketium: On call Tagging - Slack
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-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