> ## Documentation Index
> Fetch the complete documentation index at: https://serval-hannah-docs-custom-access.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Slack

## About Slack

Slack is a team collaboration platform that brings together messaging, file sharing, and integrations in one place. Connecting Slack to Serval enables powerful chat-ops workflows, automated help desk functionality, and seamless ticket management directly from your Slack workspace.

## What the Slack integration enables

| Capability           | Description                                                                                                  |
| -------------------- | ------------------------------------------------------------------------------------------------------------ |
| Help Desk            | Transform Slack channels or DMs into a full-featured help desk with ticket routing, tracking, and management |
| Team Inbox           | Create a unified channel where all team tickets are aggregated for centralized visibility and collaboration  |
| Automation workflows | Trigger workflows, receive notifications, and interact with Serval directly from Slack                       |
| Slash Commands       | Use `/help` from any channel or DM to instantly create tickets without leaving your conversation             |
| Message Actions      | Convert any existing message into a ticket using the ... menu on a message in Slack                          |

***

## Connect Slack to Serval

### Step 1: Initiate the Connection

1. In Serval, find the team you want to connect Slack to under **My Teams**
2. From there, navigate to **Applications → Available → Slack**
3. Click **Connect** to begin the OAuth flow

### Step 2: Authorize in Slack

You'll be redirected to Slack's authorization page.

**Important**: Ensure you have the correct Slack workspace selected in the top-right corner before proceeding.

1. Review the requested permissions
2. Select a channel to connect to Serval, you will configure the channel settings in Serval after connecting
3. Click **Allow** to authorize the connection

At this point, Slack should be successfully connected to Serval.

***

## Configure Slack as Your Help Desk

After connecting Slack, you'll automatically land in the Slack app configuration page in Serval. The channel you selected during setup will be visible but in a disabled state by default—Serval won't take any actions in the channel until you configure it.

### Configure Your Connected Channel

Once you've connected Slack, you'll see your channel configuration options:

1. **Your channel is connected but disabled**:
   * The channel you selected during setup is listed but inactive
   * Serval won't perform any actions in the channel until you enable it

2. **Enable and configure the channel**:
   * Select the mode for how Serval should operate in the channel.
   * See [Channel Configuration Modes](#channel-configuration-modes) for more details.

### Connect Additional Channels

You can connect more channels in two ways:

1. **Through the Slack connection flow**:
   * Click **Connect** on the Slack app again
   * During the authorization process, select a different channel from the dropdown
   * Complete the OAuth flow to add the new channel
   * Configure the mode for how Serval should operate in the newly selected channel.

2. **Using @mention in Slack**:
   * Go to any Slack channel where you want to add Serval
   * Type **@Serval** to mention the Serval app
   * Click the **Add them** button when prompted to connect the channel

### Enable Direct Messaging (Optional)

In addition to channel-based support, you can also enable direct messaging for more private support interactions:

1. Navigate to the Slack app in Serval
2. Access the help desk configuration settings
3. Enable the **Direct Messaging** option

**Note**: You can use both channel and DM support simultaneously. Channel-based support is recommended for team visibility and collaboration, while DMs provide a private option for sensitive requests.

### Recommended: Start with Silent Mode

When first setting up your Slack help desk, we recommend enabling **Silent Mode**:

* This allows you to test the integration without immediately notifying users
* You can observe how tickets are created and routed
* Once comfortable, switch to Help Desk Mode to fully activate Serval in the channel

***

## Channel Configuration Modes

When you connect a Slack channel to Serval, you can configure it to operate in different modes depending on your needs:

### Disabled Mode (Default)

*Serval will do nothing*

* Serval will not create tickets from messages
* Serval will not respond to any messages in the channel
* This allows you to safely add Serval to a channel before activating any features

### Silent Mode

*Serval monitors the channel but operates quietly*

* Creates tickets based on messages in the channel
* Does not post responses or acknowledgments in the channel
* Ideal for testing or when you want ticket creation without channel noise
* If you @Serval when making a request or at any point in a message thread, Serval will be toggled on and attempt to help resolve the ticket.

### Help Desk Mode

*Full help desk functionality*

* Creates tickets from channel messages
* Responds with a link to the created ticket
* Attempts to resolve tickets using AI guidance and help desk workflows
* Provides the complete support experience for end users

### Team Only Mode

*Designed for internal Serval team channels*

* Team members can create tickets and request automation workflows
* Access to all available workflows, including secure team-only workflows
* Provides maximum functionality for internal operations
* Should only be used in channels restricted to your Serval team members

### Team Inbox Mode

*A dedicated channel for support agents to triage all escalated team tickets within Slack*

* Aggregates all escalated tickets for your support team into one channel, regardless of where end users created them
* Support agents can view, respond to, and collaborate on tickets without switching to the Serval web interface
* Responses in threads are automatically synced back to the end user's original location
* Egress-only: does not create new tickets from channel messages
* Should be a private channel with only support agents and managers

<Info>
  Team Inbox is especially valuable when tickets come from DMs or other non-helpdesk sources that support agents can't see directly.
</Info>

***

## Configure Team Inbox Channels

### What is a Team Inbox?

A private channel where support agents triage all escalated tickets for your team within Slack. Every escalated ticket created for your team—from DMs, help desk channels, or the web—appears as a thread in this channel.

**Key benefits:**

* Triage all tickets in one place without switching to the web interface
* Collaborate with other agents on ticket resolution
* Respond to end users directly from the inbox thread

### Setting Up a Team Inbox

<Steps>
  <Step title="Create a private Slack channel">
    Create a private channel in Slack for your support team's inbox (e.g., `it-inbox`, `finance-support-inbox`). Make it private and only invite the support agents and managers who will be handling tickets.

    <Tip>
      Use a clear naming convention like `[team-name]-inbox` to easily identify inbox channels. Only add support staff—not end users—to this channel.
    </Tip>
  </Step>

  <Step title="Add Serval to the channel">
    In the channel, type `@Serval` to mention the Serval app and click "Add them" when prompted. Alternatively, you can connect the channel through the Serval app configuration in your Slack integration settings.
  </Step>

  <Step title="Configure as Team Inbox mode">
    In Serval, navigate to **Applications → Slack** and find the channel you just created. Set the channel mode to **Team Inbox**.

    All tickets for your team will now sync to this channel automatically.
  </Step>
</Steps>

### Working in Team Inbox Channels

Once configured, tickets automatically populate as threads:

1. **View**: Each ticket appears as a thread with details and history
2. **Respond**: Reply in the thread - your message sends to the end user automatically
3. **Manage**: Use commands like `@Serval assign to me` to triage tickets

<Warning>
  Messages posted directly to the Team Inbox channel (not in ticket threads) will not create new tickets. Team Inbox mode is egress-only, designed for viewing and responding to existing tickets.
</Warning>

***

## Interacting with Serval in Slack

Serval provides multiple ways to interact directly from Slack, making it seamless to create tickets, manage requests, and trigger workflows:

<Info>
  For a comprehensive guide covering all interaction methods, see [Comprehensive Guide to Slack](/sections/documentation/best-practices/interacting-with-serval-in-slack).
</Info>

### Quick highlights:

* **Slash Commands**: Use `/help` from any channel or DM to create tickets instantly
* **Message Actions**: Convert any existing message into a ticket using the ... menu
* **@Mentions**: Tag @Serval in channels to activate assistance
* **Thread Replies**: Continue natural conversations with context preservation
* **Direct Messages**: Private support conversations when enabled

All these methods work together to provide a flexible, user-friendly experience that adapts to how your team already uses Slack.

***

Need help? Contact **[support@serval.com](mailto:support@serval.com)** for assistance with your Slack integration.