Turn on Slack integration
Enable Slack integration under the Integrations section on the Settings page.
Set up an automation rule
- Go to
Desk > Admin > Automation Rule. - Create a new automation rule or edit an existing one.
- In the Actions dropdown, choose "Message to Slack".
- Choose a channel.
- Compose a message. Make use of placeholder variables to substitute values like ticket number, agent-name etc dynamically while sending the message.