Connect Slack for ticket alerts
Post a message to a Slack channel when a live chat starts, an urgent ticket arrives or the AI hands a ticket to your team, with a link to open it.
Last updated 2 min read
Slack alerts make sure the right things are seen quickly. Hushdesk posts to one Slack channel when a live chat starts, when an urgent ticket arrives and when the AI agent hands a ticket to a person.
Before you start
- Who can do this: owners and admins in Hushdesk; someone who can add apps in your Slack workspace.
- Plan: all plans.
- What you need: a Slack channel for alerts, such as #support-alerts.
- Time: about three minutes.
Step by step
- In Slack, open Apps, find Incoming Webhooks and choose Add to Slack.
- Pick the channel and copy the webhook URL (
https://hooks.slack.com/services/…). - In Hushdesk, open Settings > Apps and choose Slack (under Team alerts).
- Paste it into Incoming webhook URL.
- Press Connect and test.
- In Slack, a test message says Hushdesk is connected and that urgent tickets, new chats and AI hand-overs will show up there.
What happens next
| Event | Slack message |
|---|---|
| A new live chat | New live chat from the customer, with their first message and Open the chat |
| A new ticket with Critical priority | Urgent ticket from the customer with the subject and Open the ticket |
| The AI agent hands over | The AI handed a ticket to the team, the subject, why, and Open the ticket |
The Slack card in Hushdesk shows the Last delivery and whether it was delivered or failed.
When the urgent alert fires
The Urgent ticket message is sent when a new ticket has Critical priority once your rules for new tickets have run. A ticket raised to Critical later, by hand, does not post again. Chats always post as New live chat, whatever their priority.
Tips
- Use a rule to set Critical priority on words like "chargeback" or "legal", so those tickets reach Slack. See Create a rule.
- Mute the channel at night if alerts arrive outside your hours.
- Need other events? Use Webhooks with Zapier, Make or n8n.
Troubleshooting
"Slack did not accept a test message on that URL"
The URL is wrong, revoked or for a deleted channel. Create a new incoming webhook and paste it.
"That incoming webhook url does not look right"
The URL must start with https://hooks.slack.com/services/.
"Only admins can manage apps"
Ask an owner or admin to connect Slack.
The card says "failed" under Last delivery
Slack refused a message, often because the webhook was removed in Slack. Create a new one and press Update and test.
Frequently asked questions
What does Hushdesk post to Slack?
Three kinds of message. New live chat with the customer's first message, Urgent ticket when a new ticket arrives with Critical priority, and The AI handed a ticket to the team with the reason. Each message includes a link that opens the ticket in Hushdesk.
How do I get a Slack incoming webhook URL?
In Slack, open Apps, find Incoming Webhooks and choose Add to Slack. Pick the channel the alerts should go to and copy the webhook URL, which starts with https://hooks.slack.com/services/. Paste it into the Slack sheet in Hushdesk and press Connect and test.
Can I reply to customers from Slack?
No. Slack receives alerts only. Each message links to the ticket, and you answer in Hushdesk, where the reply goes to the customer by email or chat and is recorded in the ticket with everything else. Keeping replies in one place means nobody answers the same customer twice from different tools.
Can I choose which events go to Slack?
Not today. The Slack app posts new live chats, new tickets with Critical priority and AI hand-overs. For other events or other channels, connect the Webhooks app to a tool like Zapier, Make or n8n and send exactly what you want to Slack from there.
How do I send alerts to a different Slack channel?
Create a new incoming webhook in Slack for the other channel, open the Slack sheet in Hushdesk, paste the new URL and press Update and test. Each workspace sends Slack alerts to one channel at a time, so pick the channel the people who handle urgent tickets watch most.
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- Send ticket events with webhooksConnect the Webhooks app to post a signed JSON event to your HTTPS endpoint when a ticket is created, a customer replies or a ticket is closed.
- Find and connect apps in the app directoryBrowse the Hushdesk app directory, see what each app adds and can access, connect the live ones, and vote for the apps that are coming soon.
- Turn on the AI agentSwitch on the Hushdesk AI agent in Copilot mode so it drafts a reply for every new customer message, then move to Autopilot for safe topics later.
- Answer live chats in real timeHow chat tickets arrive in the inbox, how typing shows on both sides, what the visitor sees when you reply or close the chat, and how to hand over to AI.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.