Slack Integration With ServiceDesk Plus Cloud

This integration is available for all data centers, except the UAE, INEC, and CN data centers.

Slack integration enables users to access their ServiceDesk Plus Cloud requests from within their Slack workspace. Users can collaborate and use slash commands to manage various help desk operations, such as log requests, view request updates, and more.

Table of Contents

Configure Slack Integration

Application Level Authorization
User Level Authorization

Slash Commands for ServiceDesk Plus Tasks

Disable Slack Integration

Configure Slack Integration

To integrate Slack, there are two levels of authorization involved:

Application Level Authorization: SDAdmin who enables the integration must authorize the organization's Slack workspace from ServiceDesk Plus Cloud.
User Level Authorization: Other users must authorize their Slack account when they log in to ServiceDesk Plus Cloud from Slack for the first time.

Application Level Authorization

Role Required: SDAdmin

Go to Setup > Integrations > Slack.
Enable the toggle in the Slack integration card.

In the integration authorization page,
- Use the Workspace drop-down to add your Slack workplace URL. You will be redirected to the Slack workspace sign-in page, as shown below. Provide the workspace URL and click Continue.

Enter the workspace credentials and sign in.

Select and review the permissions requested by ServiceDesk Plus Cloud. These permissions allow ServiceDesk Plus Cloud to view your information and perform necessary actions in your Slack workspace.

Slack will share only the permissions you approve. Make sure to review them carefully before proceeding with the installation.

Click Allow.

Your Slack workspace is now authorized and integrated with ServiceDesk Plus Cloud. After authorization, you will be redirected to ServiceDesk Plus Cloud.

After a workspace has been authorized, you can authorize a different workspace or revoke the current authorization only by disabling and reconfiguring the integration.

Now, ServiceDesk Plus Cloud will send an announcement to all users in the authorized Slack workspace. They will also be notified in the General channel in Slack.

User Level Authorization

After the integration is enabled, ServiceDesk Plus Cloud will be installed on the Slack account of all users in the authorized workspace. However, each user must authorize their Slack accounts individually.

When a user enters a slash command and performs a help desk task for the first time, they will be prompted to sign in to the ServiceDesk Plus Cloud and authorize their account.

Only after the authorization, users can continue to use slash commands for ServiceDesk Plus Cloud tasks.

Slash (/) Commands for ServiceDesk Plus Cloud

To perform ServiceDesk Plus Cloud operations, users can use slash commands from any channel of the authorized workspace.

In the chat, type slash (/) to view a list of all Slack and ServiceDesk Plus Cloud commands.

ServiceDesk Plus Cloud Slash Command	Action
/help	View a list of ServiceDesk Plus Cloud actions you can perform from Slack.
/raise-request	Raise a new request
/raise-incident	Raise an incident request
/raise-service-request	Raise a service request
/view-requests	View your recent requests
/find-request	Search requests by request ID
/revoke	Revoke the integration between ServiceDesk Plus Cloud and Slack

When operations are performed, request details, such as subject, description, request ID, and target instance, are collected through a pop-up.

An Illustration of Pop-Up that Appear When Raising a New Incident Request

All requests from Slack will be created in the default template and their mode will be assigned as Slack.

Disable Slack integration

To disable the integration, disable the toggle in the Slack integration card in ServiceDesk Plus Cloud.

However, the mode of associated requests will remain unchanged.