Slack Integration bidirectional case management within Slack workspaces
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synchronized between DevRev and Slack.\n\nWork management using Slack\n---------------------------\n\n### DevRev Tickets and Slack\n\nThe Slack snap-in allows users to create tickets directly from Slack. There are multiple ways to initiate ticket creation from any channel:\n\n* **Use the command:** Run /devrev create-ticket.\n* **Message action:** Select **Create a new ticket** from the message actions.\n* **Convert a Conversation:** Transform an ongoing conversation into a ticket. This is
Slack | Integrate | Snap-ins | DevRev
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bidirectional synchronization between DevRev objects and Slack channels.\n* A workflow node has been added to create a Slack channel and automatically invite specified users.\n* A random wait time (1-20 seconds) has been added before creating a conversation to prevent duplicate conversations on WhatsApp when messages are sent rapidly.\n* Customer identification in Slack has been enhanced by resolving users via their Slack ID when their email is hidden.\n* An optional field has been added to the
February 2025 | Changelog | DevRev
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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
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**Auto-create incidents from Slack channels**, which automatically creates an incident for every direct message posted in specified Slack channels.\n\nThe first two options will open a pop-up modal with a new incident form, with some fields pre-populated based on the context.\n\n### Sync options\n\nIncidents support syncing messages both within a dedicated Slack thread and across an entire Slack channel, including all associated threads. The sync target is determined by the **Sync for new
Slack | Integrate | Snap-ins | DevRev
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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
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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
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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
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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
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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
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update** snap-in configuration.\n* Applies only to tickets syncing with Slack threads.\n* If enabled, the Slack snap-in will send notifications to the syncing thread whenever the ticket state changes.\n\n### Ticket digest\n\nTo see all open and in-progress tickets in Slack, use the /devrev ticket-digest command. This opens a modal with a paginated list of all open and in-progress tickets.\n\nDevRev Issues and Slack\n-----------------------\n\nThe Slack snap-in allows issues to be created
Slack | Integrate | Snap-ins | DevRev
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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
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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
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fields will auto-fill based on the messages.\n\n### Ticket sharing options\n\nThe new ticket modal in Slack includes a **Share with everyone** checkbox at the bottom:\n\n* **Enabled:** Shares the ticket details with the Slack channel via a summary card.\n* **Disabled:** Keeps the ticket internal with no updates to the Slack channel.\n\nRegardless of sharing, the ticket details are visible to the creator in the submission modal.\n\n### Syncing details\n\nIf sharing is enabled, the type of Slack
Slack | Integrate | Snap-ins | DevRev
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platform.\n\n1. **Ask while creating incident**\n\n* Only applicable for incidents created from Slack.\n* This option adds a dropdown at the end of the incident form, letting the user choose the sync target for each incident individually.\n\n1. **Do not sync**\n\n* Incidents remain internal to DevRev without syncing to a new Slack channel or thread from which it was created.\n\nFor incidents that sync with dedicated Slack channels, you can configure automatic channel archiving when an incident
Slack | Integrate | Snap-ins | DevRev
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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
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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
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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
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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
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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
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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