Tender can post to a Slack channel when a discussion is started, when someone replies, or when a discussion goes into a queue. Each post links to the discussion and says who opened, replied to or resolved it, with the first lines of the message.
It works through a Slack incoming webhook: a web address that posts to one channel.
1. Make an incoming webhook in Slack
These steps happen in Slack, so there are no screenshots of them here. You need permission to add apps to your Slack workspace.
- Go to api.slack.com/apps and click Create New App, then From scratch. Name it (for example "Tender") and pick your workspace.
- In the app's settings, open Incoming Webhooks and turn Activate Incoming Webhooks on.
- Click Add New Webhook, choose the channel Tender should post to, and click Allow.
- Copy the Webhook URL. It starts with
https://hooks.slack.com/services/.
2. Add a Slack webhook in Tender
- In your dashboard, go to Account & Settings › Extras, then Webhooks in the sidebar.
- Click Create your first webhook (or + Create a webhook).
- Choose when Slack should hear about it:
- When a discussion is created: new discussions only.
- When a discussion is created or replied to: every message, internal notes included (see below).
- When a discussion is added to a queue: including when it's assigned to someone.
- Choose Slack.
- Fill in the form:
- Webhook name: a name for your list of webhooks.
- Channel: the channel you chose in Slack, such as
#support. - Subdomain: your Slack workspace's name, as in
yourteam.slack.com. - Token: the webhook URL you copied.
- Leave Active? ticked and click Save webhook.
Open the webhook from the list and click Test this webhook to send a recent message to Slack straight away.
For more channels or more events, add more webhooks: each one sends one event to one webhook URL.
Internal notes reach Slack too
With When a discussion is created or replied to, Tender posts internal notes as well as replies. That's usually what a support team wants, but if the Slack channel includes people who shouldn't see internal notes, use When a discussion is created instead.
Something not working?
Open the webhook in Tender: Recent requests shows whether its last posts were sent. If Slack says the webhook URL is no longer valid (for example, after the app was removed from the workspace), make a new webhook in Slack and paste its URL into Token.
For everything else webhooks can do, see Webhooks.