Introduction

• Map all Zoho Desk departments to a single Slack channel (be it public or private), or
  
• Map individual Zoho Desk departments to their corresponding Slack channels
  
• Choose ticket-related actions that must be notified via Slack
  
• Quickly retrieve ticket-related information through simple slash commands
  
• Create tickets, comment on tickets, and respond to tickets from Slack
  
  
  
  
• Notify agents about upcoming transitions in the case of Blueprint-applied tickets
  
• Receive automated ticket updates through Slack direct messages
  
  
  
  

1. Log into your Zoho Desk account with Administrator privileges.
   
2. Click the Setup icon (  ) > Integrations > Marketplace. 
3. On the Marketplace page, under the All Extensions tab, click Slack For Zoho Desk.
   
   The Slack For Zoho Desk page opens.
   
4. On this page, click Install.
   The Use of Personal Details confirmation window appears.
5. Click Continue. 
   The Confirm Installation window appears.
6. Click Install. (If you manage multiple help desk portals, make sure to choose the correct portal from the Portal Name drop-down list.) 
   The Slack Integration page appears. 
7. Click Enable Integration.
   
   
   
   Slack's Sign in to your workspace page opens in a new window.
   

   
   

   
   

   
   
8. Enter the name of your Slack workspace and click Continue.
   
   The Workspace Sign in page opens.
   

   
   

   
   

   
   
9. On this page, enter your Slack login credentials and click Sign in.
   
   The app permissions page opens.
   
10. On this page, in the Post to drop-down list, choose the Slack channel in which Zoho Desk notifications must be posted.
    
    
    
    
    
    
    
11. Scroll down the window and click Authorize.
    

Associating More Workspaces

You can associate multiple workspaces to your help desk portal and map the departments to the different channels in each workspace. To associate more Slack workspaces, perform the following steps:

1. On the Slack Integration page, click +Associate Slack Workspace.
   
   The app permissions page of the current workspace appears.
   
2. On the top-right side of the app permissions page, click the workplace drop-down list and click Sign in to another workplace.
   

   
   

   
   

   
   
   Slack's Sign in to your workspace page opens in a new window.
   
3. Enter the name of your Slack workspace and click Continue.
   
4. The Workspace Sign in page opens.
   
5. On this page, enter your Slack login credentials and click Sign in.
   
   The app permissions page opens.
   
6. On this page, in the Post to drop-down list, choose the Slack channel in which Zoho Desk notifications must be posted.
   
7. Then, click Authorize.
   

Configuring Mapping and Notification Settings

1. On the Slack Integration page, click the Your Slack Workspaces tab.
   
2. Click the workspace whose settings you want to configure.
   
   The workspace settings page appears.
   
3. You can configure two types of mappings in this integration. You can either map all your Zoho Desk departments to a single channel or map each department to a different channel.
   
   
   Multiple Departments - Single Channel Mapping
• If all your Zoho Desk departments are mapped to a single Slack channel and you want to change just the channel, click Change.
  
  The list of channels available in your Slack workspace appears.
  

  
  

  
  

  
  
• Click the channel on which you want to post the notifications.
  
  All Zoho Desk notifications will now be delivered to the channel you chose.
  

One-to-One Department-Channel Mapping


• If you want to map each Zoho Desk department to a separate channel, on the upper portion of the page, click Click Here.
  
  The department-channel mapping pane appears on the right side.
  
• In this pane, map each individual Zoho Desk department to the Slack channel of your choice.
  
• After mapping the departments and channels as required, click Save.
  
  

  
  

  
  
  The one-to-one department-channel mapping is now configured.
  

  
  
  

  
  
4. Under Slack Notifications, you can choose the actions for which notifications must be delivered in Slack. Just use the toggle switch next to each action to enable or disable notifications.
   
   
   
   

 

1. On the Slack Integration page, click the enable/disable toggle key next to the workspace you want to disable.
   
   A warning message appears, stating the implications of disabling the workspace.
   
2. Click the Continue button.
   
   The workspace is now disabled. You can enable it later using the toggle key, if required.
   

Deleting a Workspace

1. On the Slack Integration page, hover over the workspace you want to delete.
   
2. Click the Delete icon that appears next to the name of the workspace.
   
   A warning message appears, stating the implications of deleting the workspace.
   
3. Click the Delete button.
   
   The workspace is now deleted from your Zoho Desk portal.
   

Disabling the Slack Integration

1. On the Slack Integration page, click the enable/disable toggle key next to Slack.
   
   A warning message appears, stating the implications of disabling the integration.
   
2. Click the Continue button.
   
   The integration is now disabled. You can enable it later using the toggle key, if required.
   

Deleting the Slack Integration

1. On the upper-right side of the Slack Integration page, click the More icon (  ).
   A menu with the Delete option appears.
2. Click Delete.
   A warning message appears, stating the implications of deleting the integration. 
3. Click the Delete button.
   
   The Slack integration is now deleted from your help desk.
   

Regenerating OAuth Token (Applicable Only for Slack v1 Users)

• Send messages to private channels
  
• Deliver automated notifications via direct messages
  
• Create, reply to, and comment on tickets
  
  
  
  
  
  
  

1. On the upper-right side of the workspace detail screen, click the More icon (  ).
   A menu appears. 
2. In the menu, click Regenerate. 
   
   
   
   The app permissions page of Slack appears.
3. On this page, select the channel on which you want to post notifications. You will now see direct messages and private channels, too, in the list.
   
   
   
   
4. Next, click the Authorize button.
   The OAuth token for the integration is regenerated and the access scopes are refreshed.

For further inquiries, contact support@zohodesk.com.