Slack integration
Turns Slack into a bidirectional service desk, users create and track tickets in channels while agents manage workflows without leaving conversations.
What it connects
- Message context, thread history, and user profile from ticket channels.
- Emoji reactions and thread replies as ticket sentiment signals.
- Slack Connect shared channel data for cross-org service requests.
- File attachments: screenshots, logs, and error traces shared in threads.
What it automates
- Create tickets from Slack messages via emoji reaction or slash command.
- Post real-time ticket status updates and resolution notes to threads.
- Route approvals as interactive Slack messages with approve/deny buttons.
- Escalate tickets when SLA breach warnings trigger DM notifications.
In practice
- A user posts 'my VPN won't connect' in #it-help. STLabs auto-creates a ticket, pulls their device data from MDM, and replies in-thread with a tailored troubleshooting guide in under 30 seconds.
- A change approval is pending. STLabs sends the change manager an interactive Slack message with the diff summary and approve/reject buttons, logging the decision directly to the change record.
- STLabs detects an SLA breach approaching and DMs the assigned agent with ticket context, elapsed time, and a deep link to the ticket, reducing missed SLA targets by surfacing urgency in real time.
- A user reacts with a checkmark emoji on the resolution message. STLabs interprets this as confirmation, marks the ticket as resolved, and sends a satisfaction survey in a follow-up DM.
