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Configuration

Slack and Microsoft Teams

DeskAI works with Slack and Microsoft Teams in two ways. Alerts post new critical, assigned and resolved tickets, and SLA warnings, to a channel your team watches. Requests let employees raise a ticket by messaging IT in Slack or Teams, and get the answer in the same conversation. Both are on every plan.

An MSP admin sets these up for the whole workspace; a company admin sets them up for their own company’s tickets. Both are under Admin Portal → Integrations.

Alerts in a Slack channel

  1. At api.slack.com/apps, create an app, turn on Incoming Webhooks and add a webhook to your channel.
  2. Copy the webhook URL into Integrations → Slack → Slack webhook URL.
  3. Choose which events to post, click Save alerts, then Send test.

Alerts in a Teams channel

  1. In Teams, open the channel’s ••• menu → Workflows → Send webhook alerts to a channel, and finish the steps.
  2. Copy the URL it gives you into Integrations → Microsoft Teams → Teams webhook URL.
  3. Choose the events, save, and send a test.

Alert events: a ticket assigned to an agent, a Critical ticket opened, a ticket resolved, and a ticket at risk of or past its SLA. Each channel has its own switches.

Requests in Slack

  1. In Integrations → Slack, click Set up the Slack app and copy the manifest DeskAI shows.
  2. At api.slack.com/apps, choose Create New App → From a manifest, pick your workspace and paste it.
  3. Install the app. Copy the Bot User OAuth Token (OAuth & Permissions) and the Signing Secret (Basic Information) into DeskAI and click Connect.
  4. In the Slack app’s Event Subscriptions, click Retry if the Request URL isn’t verified yet.

Employees then message the app directly, or @mention it in a channel. DeskAI replies in the thread with the ticket number. Anything they add to that thread goes onto the ticket, agent replies are posted back to the thread, and a reply after the ticket is resolved reopens it. One Slack workspace can be connected to one DeskAI company.

Requests in Microsoft Teams

  1. In the Azure portal, create an Azure Bot with type Single Tenant, and add a client secret to its app registration.
  2. In Integrations → Microsoft Teams, click Set up the Teams bot. Copy the messaging endpoint into the bot’s Configuration, and add the Microsoft Teams channel to the bot.
  3. Paste the bot’s Microsoft App ID, your tenant ID and the client secret, and click Connect. DeskAI checks them with Microsoft.
  4. Click Download Teams app package and upload it in the Teams admin center under Teams apps → Manage apps → Upload new app.

Employees chat with the bot, or @mention it in a channel. Follow-up messages are added to their open ticket and agent replies arrive in the same chat. Starting a message with new: raises a separate request, and reopen #123 reopens a resolved one.

What is stored

Messages become the ticket’s description and replies, and DeskAI remembers which Slack thread or Teams conversation a ticket belongs to. The Slack bot token, signing secret and Teams client secret are saved in DeskAI and never shown again after you save them. Every request from Slack is checked against the signing secret, and every message from Teams against Microsoft’s signed token.