Notifying an internal Slack channel when a ticket is resolved

Paul M11 · 2025-08-20T15:29:59+00:00

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: If teammate changes the state of a ticket Step 3: Define the AudienceNow 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. In Filters, you need to select ‘Ticket State’ and set it to ‘Resolved’ - this is so that the workflow will only trigger if the ticket is set to Resolved. Once you have finished configuring the audience, confirm your selections to proceed using the Done button.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. For a Public Channel: Select the "Public" option and then choose the desired channel from the dropdown list. After selecting the channel, click Done.Step 6: Set the Workflow LiveYou have now configured the entire workflow. You will see an overview of the trigger and the corresponding action. To activate it, simply click the Set it live button. Your workflow is now active and will send a notification to your chosen Slack channel every time a new ticket matching your criteria is created.

Notifying an internal Slack channel when a ticket is resolved | Community

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