Support activity, posted straight into Slack.
The first integration built on NiroHelp’s event system: new tickets, customer replies, assignments and urgent alerts land in a Slack channel as they happen — threaded per ticket — so the team notices without keeping wp-admin open.
Why Slack
Support, where the team already is
Nothing gets missed
A new ticket, a customer reply, an overdue ticket or an AI escalation posts the moment it happens, not the next time someone checks the dashboard.
One thread per ticket, per channel
The first message about a ticket opens a thread; every later update — including the resolution — replies in it instead of adding noise to the channel.
Routed by product, not just one channel
Send the default flow to one channel and route specific products elsewhere, with urgent tickets optionally broadcast to the main channel too.
The right person gets pinged
@mention the assignee in the channel, or send them a direct message as well — both are opt-in toggles.
Coverage
What can post to your channel
Each notification is its own on/off switch, built on the same canonical event feed as webhooks. ticket.urgent is not a separate event — it is ticket.created or ticket.updated with High or Severe urgency, routed on its own.
- ticket.created
- A new ticket, with its title, client and product. On by default.
- ticket.customer_replied
- The customer replied — the moment a human usually needs to jump in. On by default.
- ticket.assigned
- A ticket was assigned, reassigned or unassigned. On by default.
- ticket.overdue
- A ticket has waited on an agent past the overdue threshold. On by default, and can also broadcast.
- ai.escalated
- The AI held an answer back or could not answer. On by default, and can also broadcast.
- ticket.sentiment_negative
- A ticket turned negative. On by default, and can also broadcast.
- ticket.urgent
- High or Severe urgency was set. On by default, and can also broadcast.
- ticket.resolved
- A ticket was marked resolved — updates the existing thread. Off by default.
The details
Everything Slack ships with.
- Setup
- Bring your own Slack app: create one from NiroHelp’s manifest, then paste back its Bot User OAuth Token (xoxb-…) and Signing Secret. A shared app isn’t possible — Slack requires the redirect URL registered on the app itself.
- Verification
- A new token is checked against Slack’s auth.test before it is saved, so a token Slack refuses never replaces one that works.
- Bot scopes
- chat:write, chat:write.public, channels:read, groups:read, users:read, users:read.email, team:read — plus im:write only while direct messages to the assignee are on.
- Threading
- One thread per ticket per channel; later updates reply in it, and a resolved ticket updates the thread rather than opening a new one.
- Routing
- A default channel, per-product channel overrides, and a separate “also broadcast” option for urgent alerts.
- Message content
- Message text and the customer’s email address are each an opt-in toggle, so you control exactly what leaves the ticket.
- Secrets
- The bot token and signing secret are encrypted at rest and never sent back to the browser.
- Where to configure
- NiroHelp → Integrations → Slack, inside the admin dashboard.
Common questions
Yes — NiroHelp does not run a shared Slack app for every site. The Slack screen gives you a manifest that creates one with the right scopes in a couple of clicks; you paste its bot token and signing secret back in.
Yes — set a default channel, then override it per product, and optionally broadcast urgent alerts to the channel as well.
No — it runs alongside them. Slack is one more place the same event can go, and each notification type can be switched off independently.
Only if you turn that on — “Include the customer’s email address” is off by default, same as including the message text.
Ready to set up Slack?
It’s part of the free core plugin — install NiroHelp and turn it on under Integrations.