Notifying an internal Slack channel when a ticket is created

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team.

Check out the video walkthrough here on how to set up this workflow.

Step 1: Start a New Workflow

Navigate to the Workflow section of your workspace here.
Click the + New Workflow button, typically located in the top-right corner of the screen.
From the options presented, choose to build your workflow from scratch.

Step 2: Select Your Trigger

First, select the appropriate Category for your workflow.For this case, you will choose Tickets only.
Next, you will choose the specific trigger: When a ticket is created.

Step 3: Define the Audience

Now you need to specify which tickets will trigger this workflow. You can narrow down the audience by configuring the following:

Ticket Type: Select the specific type of ticket that should trigger this notification.
Channels: Choose the channels from which the tickets originate.
Filters: Add any additional filters to further refine which tickets are included.

Once you have configured your audience, confirm your selections with the Done button to proceed.

Step 4: Build the Workflow

You are now in the workflow builder. Click the + Add Step button to add an action.
From the list of available actions, choose Notify Slack Channel.

Step 5: Configure the Slack Notification

Click on the Notify Slack Channel step you just added to open its configuration options.
You can choose to connect to either a public or a private Slack channel.
1. For a Public Channel: Select the "Public" option and then choose the desired channel from the dropdown list.