How to configure notifications about new tickets in Microsoft Teams and Slack

Services like Slack and Microsoft Teams dramatically changed the way teams are communicating. To make your work even faster and efficient, you can configure notifications about new tickets from Plumsail HelpDesk for Microsoft Teams and Slack. So, every time a new ticket comes to your HelpDesk, you will get a nice reminder about it in your channel.

First of all, let’s configure notifications in a Slack channel. Head to Slack UI and click ‘Apps & integrations’. You will be redirected to the page where you can browse different apps but our goal — custom integrations, so click ‘Manage’ in the top-right corner and continue with ‘Custom integrations” tab.

Here choose ‘Incoming hooks’. Incoming Webhooks are a simple way to post messages from external sources into Slack.

Now all you need to do is choose the Slack channel you wish to connect with HelpDesk notifications and click on ‘Add Incoming WebHooks integration’.

Customize the Incoming WebHook if you wish to and then copy the WebHook URL.

After you have copied WebHook URL, open the Microsoft Flow. Here you need to provide some logic to connect Slack and SharePoint. Navigate to My flows tab and choose ‘Create from blank’ to create your own workflow. On the first step, let’s create an action for SharePoint. It will run every time when a new item in Tickets list is created. Note that once you have selected SharePoint, you will need to log in.

When you have finished with action, everything is ready to create a condition. Here you make a HTTP POST request to Rest API. It’s a good idea to provide some context to webhook URL, so we will send a JSON string with some text and link to a new ticket. More information about it, you can find here.

Save your flow and now you will have a notification like this:

The same routine you can make with Microsoft Teams. In Office 365 you can use a nice tool called Connectors which are a great way to get useful information and content into your Microsoft Teams. Connectors use Webhooks to create Connector Card messages within Microsoft Team. We will create it by sending an HTTP request with a simple JSON payload to a Microsoft Team Webhook address.

Let’s give a try to connector cards. Just select a channel, click on its settings and choose ‘Connectors’.

Locate the Incoming Webhook connector in the list of available connectors, and choose Add. Enter a name for this connector and choose Create. Copy the Webhook URL that is displayed and save it. That’s all, now just repeat the same steps with Flow as it is described above.

Feel free to share a thought on which communication channel is the best and if this article was helpful to you, please do hit the 💚 button below. Thank you!