<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p id="isPasted"><strong><span style="font-size: 11pt;">In this guide we will cover:</span></strong></p><p id="isPasted"><strong>- What is the Slack Integration?</strong></p><p><strong>- Connecting to Channels</strong></p><p><strong>- Send Notifications to Slack</strong></p><p><strong>- Creating Tickets from Slack</strong></p><p><strong>- Shortcuts & Slash Commands (Version 2 only)</strong></p><p><strong>- Creating Channels and Messaging (Version 2 only)</strong></p><p><strong>- Connecting the end user chatbot to your Slack (Version 2 only)</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Slack Integration?</span></strong></p><p><span style="font-size: 11pt;">The Slack integration can be used to connect your Slack instance to your Halo instance allowing you to create and update Slack channels from within Halo. The integration also allows notifications to be sent into Slack based on events that occur in Halo and tickets to be created in Halo using information from a Slack message. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When connecting to Slack you will be able to connect to either the v1 or v2 Slack application. Version 2 functionality supports additional functionality, such as the use of shortcuts and slash commands to perform Halo operations from within Slack. As well as creating new and updating existing Slack channels from within Halo, and being able to connect a Halo chatbot to Slack. You can connect a Halo chat bot profile to your Slack workspace, allowing users to work through a chat flow via Slack, which can facilitate users completing actions available through the chat flow. </span></p><p><br></p><p id="isPasted"><strong>Slack v1 vs Slack v2</strong></p><p>The v2 application has some additional functionality, such as being able to use shortcuts and slash commands within Slack as well as the ability to create channels and send/receive messages to these channels to and from tickets in Halo. We recommend using v2 functionality as this supports additional features. If you are currently using v1 and would like to use v2 you will need you will need to edit the Slack application you are using then you will need to re-authorise any existing channels you have connected. </p><p><br></p><p><strong><span style="color: rgb(235, 107, 86);">Important: Once you have changed the Slack application, any previously authorized workspaces/channels must be reauthorized. Each channel configuration has configuration options that override the options on the main integration setup screen.<br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Connecting to Channels</strong></span></p><p><span style="font-size: 11pt;">To connect a Slack channel to Halo, navigate to Configuration > Integrations and enable the Slack module. Once enabled, click into the module, under the 'Workspaces and channels' tab you will need to select which Slack application you would like to use 'Halo Service solutions' or 'Halo Service solutions v2'.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To connect to a slack channel use the 'Workspace and Channels' button. </span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhNDEwNmRjLWY4MzgtNDk0Zi05NDk4LWJhMmUwYjQ5MWZhZCJ9.6UhJYnf6bzZBDcpqdHvJJlT-zziI36tjjsrqhfaL2Ms" width="1215" style="width: 1217px; height: 402.03px;" class="fr-fic fr-dii" height="402"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Workspaces and Channels tab in slack setup</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">This screen allows you to see all of the current authorized Slack channels, as well as connect to new ones.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkOTM2NmQ2LWM5ODYtNDY0ZS1iMmRjLTIwYjA2OWExN2U1MSJ9.eGgMIwuPzuXMwz0CFjsJG-ghOGO3YbSKlpfgepDl3sg" width="1210" style="width: 1212px; height: 338.829px;" class="fr-fic fr-dii" height="339"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Slack channels list</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Select the new button in the top right corner of the screen and press connect. You will be redirected to the Slack login page, where you can select a channel to connect. After choosing a channel and selection allow, you will be redirected back to Halo.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">A new set of options will now be displayed.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY2NDBkY2RiLTlhZTYtNDdiOS1iNDI1LWFhY2Q4ZTViZTU4MSJ9.a-zgQ89qfRIgfPaAor_ppLw2hynacxHjk02lQvseG0M" width="703" style="width: 705px; height: 401.867px;" height="402" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. New Slack channel</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The channel name and team are non-editable as these values are set by Slack.</span></p><p><br></p><p><span style="font-size: 11pt;">Under the 'Notifications' tab you will have an option to set which agents can use this channel for notifications. By choosing a specific agent for the channel, then the channel will only be available for use for agent notifications for that particular agent. If all is selected, then all agents can create notifications for the channel.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Send Notifications to Slack</strong></span></p><p><span style="font-size: 12pt;"><strong>General Notifications</strong><br></span></p><p><span style="font-size: 11pt;">To add new notifications, navigate to Configuration > Notifications. There are two types of Slack notifications that can be configured.</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Slack Notification type</strong></span></p><p><span style="font-size: 11pt;">This notification type will send a notification to the chosen Slack channel when the trigger for the notification occurs. </span></p><p><br></p><p><span style="font-size: 11pt;">Choose the notification type "Slack Notification". This gives an additional option to choose a channel that you want to post a notification to.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZWU5YTg1LTIwMTgtNDM5Ni05M2VhLTE4OGY1NzI0YTk3MyJ9.C1i_4WgOHvOapySSSFxtpIjEvNhRdTxvxDLEsN_JYg8" width="1107" height="251" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 4. Slack notification type</span></strong></p><p><br></p><p><span style="font-size: 11pt;"><strong>Agent notification type-sending to Slack</strong></span></p><p><span style="font-size: 11pt;">This notification type will send a notification to the chosen Slack channel but only for the selected agent when the trigger for the notification occurs. </span></p><p><br></p><p><span style="font-size: 11pt;">Choose the notification type "Agent Notification (Single Agent)" and then choose the "Send to Slack" delivery method.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY0ZTQxNjhlLTAxMGItNDM3NS1iZDYwLTQ2NTk3ODQyOTNiNSJ9.Q-IQcfZc536NneUSk_YbaFiPnz6aTTOZC1soMlF0o9w" width="1123" height="535" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Send to Slack delivery method</strong></span></p><p><br></p><p><span style="font-size: 11pt;">For more information on configuring notifications and what each trigger does see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/891/" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: Not all notification triggers are available for the Slack notification type. You can see the available notification triggers for Slack notifications by setting up a notification, choosing the notification type as 'Slack', then you can browse the triggers available. </strong></em></span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Slack Notification for Approvals</strong></span></p><p><span style="font-size: 11pt;">When a group of people's approvals (CAB) are required for an approval, notifications can be sent into selected Slack channels to alert the CAB their approval is required. </span></p><p><br></p><p><span style="font-size: 11pt;">To do this, you will need to choose the Slack Channel you would like to send a notification into per CAB. Head to Configuration > Tickets > Approval Processes > Change Advise Boards > select a CAB, use the 'Slack Channel' field to choose a Slack Channel to post a notification into. </span></p><p><span style="font-size: 11pt;"><em><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1NDdmYzg3LTViNjktNGMyZi1hYTdlLWQ3OWI1OWM2ZDFhNCJ9.utm_eY4xGxO6dKpWg2i8c9WS1ASdrhHiRLU07qWQBYM" class="fr-fic fr-fil fr-dib" style="width: 1010px; height: 742.393px;" width="1216" height="895"></strong></em></span></p><p><strong><span style="font-size: 10pt;">Fig 6. Set Slack channel for CSB notification. </span></strong></p><p><em><strong><br></strong></em></p><p id="isPasted">When set, a notification will be sent into this Slack Channel each time approval is required from this CAB as a step in an approval process. Useful when approval is required from people who share a Slack channel.</p><p><br></p><p>For more information on approval processes and CABs in Halo checkout <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2396" id="isPasted" target="_blank" rel="noopener noreferrer">Approval Processes Overview</a>.</p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Creating Tickets from Slack</strong></span></p><p><span style="font-size: 11pt;">Once the Halo Service Solutions app has been installed into your Slack workspace, you will have the option to create a ticket directly from Slack messages.</span></p><p><br></p><p><span style="font-size: 11pt;">It is important to note the user in Slack who is creating the ticket must have an email address that matches an agent in Halo. If their email address does not match an agent, they will not have permission to create/update tickets. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To enable this functionality, you first need to enable the feature against each individual Slack channel that you've connected to in Halo. Then you will need to choose the ticket type and user that tickets created from Slack will be creates as/assigned to, this is set per channel.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFiMjZkZjVlLTFkZGEtNDVjMy1hODQzLWZlZDBlOTk2M2VkOSJ9.jGIs41_sk1S_XmuWzMkNTPWuHE0Cx2vS_bTN-MQhoQY" width="1021" height="676" class="fr-fic fr-dii"></span><br></p><p><strong><span style="font-size: 10pt;">Fig 7. Overriding ticket type for Slack channel</span></strong></p><p><br></p><p><span style="font-size: 11pt;">The chosen ticket type must not have any mandatory fields on it, so it is recommended that you create a new ticket type for this feature.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now in Slack, find the message you'd like to create a ticket from, select the three dots against the message and select the "Create Ticket" shortcut. This will pop open an input screen.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkM2JjZTZjLWI3MTUtNDY1Zi1hYThjLTdiNzQ1NWNiNjA5ZCJ9.JOqd1eU8ux7SUJdSOPnT5OloaAetmWkPSp7Z_yatcQQ" width="535" height="492" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 8. Create a ticket shortcut in Slack</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">At the top of the input screen will be some details about the channel/user and the selected message. Any attachments will also appear as hyperlinks. This gives a brief overview of what your ticket will look like once created in Halo.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You then have a summary field and additional notes field to add more detail to the ticket you are about to create.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once submitted, a message will be posted back to the channel with a hyperlink containing the ticket ID if successful.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMTQ5ZjRjLWFlM2QtNGMyZi04MDU3LWE5OGUzNzQxZWMwZCJ9.F62QsMYJfPcspbgKbkJ-QGOT2w24Ek5TJ7q2-U0XXT4" width="367" height="80" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 9. New ticket creation message</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Everything contained within the input screen will then be displayed as the opening note of your ticket.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhlMjAxOWY0LWMwMjgtNGE2ZS05YmMxLTY3NjAxMWE5N2Y3MiJ9.1gfrXmqbIo96Y92hqR8CLQ4TvmDQLMXCjsSwYDF9FoM" width="958" height="208" style="box-sizing: inherit; border-style: none; text-align: left;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 10. New ticket created in Halo</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Shortcuts & Slash Commands (Version 2 only)</strong></span></p><p><span style="font-size: 11pt;"><strong><em>Note: This functionality is only available when the v2 Slack application is selected.</em></strong></span></p><p><br></p><p><span style="font-size: 11pt;">Shortcuts and Slash Commands can be used within Slack can be used to execute requests in Halo from Slack.<span style="color: rgb(235, 107, 86);"> </span></span></p><p><br></p><p><span style="font-size: 11pt;">Once the v2 application is installed in your Slack instance, Slack users can use the /halo slash command to perform Halo operations within Slack. </span></p><p><br></p><p><span style="font-size: 11pt;">To configure Shortcuts and Slash Commands head to the "Shortcuts and Slash Commands" tab.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">A list of workspaces that can utilize this functionality are listed at the top of the page. There are also configuration options allowing you to choose the ticket type/user that should be used for new tickets, as well as an action that should be used for any updates received from Slack. These settings can be overridden per channel in the Workspaces and Channels area.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4Y2Y3YjZiLTEwZmYtNGUxOS1hMzVlLTM1NTk1Zjg1OWRhOSJ9.kz8t9Xi_aD2mHS5_CxRpdSKx34jlray1lpstTMCGvlg" width="795" height="597.625" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 795px; height: 597.625px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Configuration options for shortcuts and Slash commands </strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The following extensions to the slash command are available:</span></p><p><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo login</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This command initiates the login process. If you attempt to perform an action that requires authorization before you have completed this step, this step will be automatically triggered for you.</span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJmZDc4ZDQ4LTIwYTAtNDQxZC1hZjFjLTQ5NDIyMTIyMWY4ZiJ9.SEbMWqenKTp8ezi5tTpd5FlqcmIrB-sJx-p9XGsvyn8" width="430" height="116" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px);" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 12. Log in command</span></strong></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo logout</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This command can be used to disconnect from your Halo instance at any time.</span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmYmY3OTAzLWMzYmItNGQwMi05ZGJiLWM3YTM1OTYwMTFmOSJ9.rLAiTmOFoJgNbPcVvYj2NOS5bfmNA-kDcDCr6zfsVdc" width="466" height="69" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px);" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 13. Disconnecting command</span></strong></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo create</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This command opens a window to create a ticket in Halo.</span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1NTQzMzU5LTMyNWEtNDY0My05YzlkLWEwZDA1ZTIwOTJlOSJ9.6l7k7VaPFlwEpIfAG_C8Ih1_oLNcnyqWQVwWpEsebVw" width="469" height="414.342" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 469px; height: 414.342px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 14. Create a ticket command</span></strong></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">Similar functionality can also be achieved using the Create a ticket message shortcut. The only difference is that the message the shortcut is used on is included in the ticket details.</span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1Mjc3YjczLTkzODUtNDNjNi1hMzVlLTE0ZWJiYmNjOTYzMSJ9.CrY1NhEhfwMIFi7sMxcLDWFWfzYSWCpzxyn52GNHKps" width="294" height="36" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5NWE1NzA5LTFiOTItNDgwOS1hYjBhLTNlY2ZiNzJjZTk5ZCJ9.Eq9sLNp0fDcROm6aC8qm2W8qKXE_jkZHtgIy_KnEYCc" width="466" height="431.709" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 466px; height: 431.709px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 15. Create a ticket message shortcut</span></strong></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo update {id}</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This command allows you to update a ticket in Halo from within Slack. {id} must be replaced with the ID of the ticket you want to update. The window allows you to write a note, as well as change the ticket's status. The status list is dynamic, and will only allow you to change the status to one of the current statuses available for the ticket.</span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM0ZmJhOWFmLWI0ODEtNDQ2NS1iMjQ1LTBmNzRmNjI4YzgxNiJ9.UL6u56psnmQPMKBejRjF1unO09AOyLfa9IyIcAcxtkE" width="468" height="349.352" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 468px; height: 349.352px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 16. Update a ticket command</span></strong></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">Similarly, you can use the Add to ticket message shortcut to add a message to a ticket. The main difference is that the ticket ID is input on the update screen.</span></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNzMwYTY3LWM0Y2UtNDU4Ny05YzEyLTJjYTZjZThmM2M5NiJ9.FRsvouTDfvlxysBUb8qeYa7q_CWyV0Cm66oaaah-JAw" width="286" height="26" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fic fr-fil fr-dib"><br></p><p style="margin-left: 40px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyZDg1MWNhLWZlMjUtNDljZC1iMjE2LTZiMTA2ODk5ZDRmZiJ9.3I2RLjszMFQpIeUo5TqXh1J4HW-1BVfGSnn-ZkWg6Hw" width="466" height="465.126" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 466px; height: 465.126px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 17. Update a ticket message shortcut </span></strong></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo follow {id}</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This command will add you as the follower of a ticket. The {id} should be replaced with the ID of the ticket you would like to follow. Once completed, a message will show in Slack to confirm the ticket update was successful. An action will also show on the ticket in Halo confirming the follower addition.</span></p><p style="margin-left: 40px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwNDUwZTllLWNiM2UtNDEzMy1iMGIzLTJiYWMwNTc5MWEyNCJ9.ptaxZHwXgRvRV87yCcUoIAnKKV-a7atppbntRQx_Fzc" width="322" height="72" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 18. Ticket updated message</span></strong></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU4NDkxNjk2LWU1OWMtNGNkOS1hNTM0LWRkNjU0ODMwYjU5MSJ9.U92eR9gWEGQtqWQ6ZHD48VZ394dwUKNbG5KRDc9EEzQ" width="621" height="108.478" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 621px; height: 108.478px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 19. Action in Halo with update from Slack</span></strong></p><p style="margin-left: 40px;"><br></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo unfollow {id}</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This is the same as above, but for unfollowing tickets instead.</span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><em>/halo find {id}</em></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">This returns some brief information about a particular ticket. Some additional action buttons are also returned.</span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px 0px 0px 40px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUxN2VlOTdmLTllYzUtNDcxMi04NWUyLWM4Y2FjNjFjMTdjMyJ9.aCNxxQBwLdFV7U18jmi9c2o0bvKBCiXZ7db3kdj_akc" width="531" height="271.892" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 531px; height: 271.892px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p style="margin-left: 40px;"><strong><span style="font-size: 10pt;">Fig 20. Find command</span></strong></p><p style="margin-left: 40px;"><span style="font-size: 11pt;"><br></span></p><p style="margin-left: 40px;"><span style="font-size: 11pt;">The action buttons perform as follows:</span></p><ul><li><span style="font-size: 11pt;">View - opens the ticket in your Halo instance.</span></li><li><span style="font-size: 11pt;">Update - opens the ticket update window (the same as the slash command).</span></li><li><span style="font-size: 11pt;">Follow - adds you as a follower of the ticket. If you are currently a follower, the follow button will be replaced with an unfollow button instead.</span></li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p><strong><span style="font-size: 14pt;">Creating Channels and Messaging (Version 2 only)</span></strong></p><p id="isPasted"><strong><em>Note: This functionality is only available when the v2 Slack application is selected.</em></strong></p><p><br></p><p><span style="font-size: 11pt;">Slack channels can be created from within tickets in Halo. Allowing you to send/receive messages to these Slack channels from the ticket in Halo. </span></p><p><br></p><p><span style="font-size: 11pt;">To do this head to the 'Creating Channels and Messaging' tab and check 'Enable creating channels and sending messages to channels from Halo'. You will need to choose the default workspace that is used for new channels (but this can be overridden at ticket type level. A default channel name can be configured (use of $-variables is supported), as well as choosing the visibility options of any new channels.:</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkyNWJlNmY3LTE5YmItNDFhOS1iOTE3LTk4NGI0YzRhOTA2ZiJ9.4QcEEz0bFR9Ynkz_fb-JCU9JklJHlgrYElTSeWvcSJM" width="778" height="442.852" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 778px; height: 442.852px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 21. Creating channels and messaging tab</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once enabled in the integration configuration, channel creation must be enabled at ticket type level. Head to configuration > tickets > ticket types > select a ticket type > settings tab > Slack channels section, here enable 'Allow Slack channels to be created from this Ticket Type'. Once enabled the default workspace, channel visibility and channel name can be set for channels created from this ticket type (this will override the global settings).</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NDE0YWIyLTc3MWYtNGY3Yy04NTBhLWEwYmY4MGYyNTg1YSJ9.KmdlAw_SkhZplxaD0IEPjXdmo4m9hxTLpT6wG5titT8" width="765" height="319.812" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 765px; height: 319.812px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 22. Ticket type new channel settings</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once configured, on the quick actions for a ticket, you will now see a 'Create Slack Channel' option. This will open a channel creation screen which will vary depending on the configuration you have chosen. This screen also allows you to add additional members to the channel.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUzZjNkMTczLWRiY2YtNGY1Ny04ZmExLWFkNjRlY2Y2Njg1MyJ9.Inah9U-4Fppb3sCI3Az1LAf0XUBgNFbXOubA6WjwbXA" width="238" height="136" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 23. Quick actions on a ticket </span></strong></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhMzZhN2IzLTEwOTQtNDVjNS05ODE2LTRkOGU2YjgzMzM3NSJ9.6NB6LSD1GlE7bQMWym50OJRPKG8P7ZulbGyL0pPvWzU" width="535" height="623.294" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: Arial, Helvetica, sans-serif; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 535px; height: 623.294px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p><strong><span style="font-size: 10pt;">Fig 24. Channel creation screen</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once created (and if configured at ticket type level), the chat will display on a tab within the ticket.</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzNjM5ZjE1LTAzNDQtNDdlYS1iZTY5LTBjY2M5NDg3YjBhMSJ9.2ryjN9H-HkKPIFDAM3P5EfgjZL34tFYuA-AxxhOkYAA" width="610" height="377.619" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 610px; height: 377.619px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></span></p><p><strong><span style="font-size: 10pt;">Fig 25. Chat from Slack in Halo ticket</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Any new messages added to Slack will automatically be added here. Similarly, you can use the plus icon in the top right-hand corner to post a message to Slack from Halo.</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Connecting the end user chatbot to your Slack (Version 2 only)</strong></span></p><p id="isPasted"><strong><em>Note: This functionality is only available when the v2 Slack application is selected.</em></strong></p><p><br></p><p><span style="font-size: 11pt;">End user chat profiles in Halo can be connected to Slack. This allows users in your Slack workspace to interact with pre-configured bot flows created in Halo, to ask questions/complete actions. Much like when users interact with the chat through your Halo self-service portal, the chat bot can be used to complete various actions such as, asking questions, return knowledge base articles, log a ticket, etc. When the chatbot is integrated to your Slack, users will be able to complete these actions in Slack too via the chatbot. We will cover how to connect an existing chatbot to Slack in this guide, but for a comprehensive list of the chat bot's functionality see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2335/" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Configuring Slack chatbot</strong></span></p><p><span style="font-size: 11pt;">To connect the chatbot to Slack you will need to create a new Slack application that is linked to a chat profile in Halo. We will run through how to do this. </span></p><p><br></p><p><span style="font-size: 11pt;">To head to Configuration > Integrations > Slack > End-User Chat tab, select 'Create Manifest'. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU1ZDFmMDM4LWI1Y2UtNDY5Ny1hNzJhLTQ1NDkyMmMzODc2YyJ9.2PU5yQfi4t4r82EuvqD0IAzZjpcovhHPSMwol3JpFK4" width="1194" style="width: 1196px; height: 537.956px;" class="fr-fic fr-dii" height="538"></p><p><strong><span style="font-size: 10pt;">Fig 26. End-User chat Slack configuration page</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This button is used to create a JSON manifest file that can be copied and pasted to create a Slack app, to ensure the app is configured with the correct permissions and endpoints. When this button is selected you can enter a name and descriptions, these will be used to name/describe the app in Slack. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyZWFkNTYyLTNkZWUtNDZjNS04NTU1LTUzMjBhNWU1ZjRmOCJ9.OOsYalyAyc1IG22Q_aPycKfsd1A5oNRPYC7Er9C0u5E" width="481" style="width: 483px; height: 629.103px;" height="629" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 27. Manifest setup</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once you hit save a JSON file will be downloaded, you will be able to see this in your browser downloads. Open this file up in the desired format and keep it to hand. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now head to <a data-fr-linked="true" href="https://api.slack.com/" target="_blank" rel="noopener noreferrer">https://api.slack.com/</a> head to 'Your apps', on this page you will be prompted to log into your Slack account. Once you have signed in you will have the option to 'Create New App' on this page. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA3NzM3ZDdlLWFkYWQtNDUwOC05MjNlLTUwODI2ZDE0MTVmZCJ9.EkEEBWQq7W8dhgKD1RjYzegsDiihyl2IOaOOWG1j-k0" width="1215" style="width: 1217px; height: 493.401px;" class="fr-fic fr-dii" height="493"></p><p><strong><span style="font-size: 10pt;">Fig 28. Create new Slack app </span></strong></p><p><br></p><p><span style="font-size: 11pt;">Choose the option 'From a manifest' then choose the Slack workspace you would like the chatbot to be used in. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now you will be able to enter the JSON from the manifest we created earlier. The Slack pop-up will contain some JSON already, remove this and replace it with the JSON from your manifest (copy and paste).</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQyYThkNTAxLWU0MWEtNDc1Yi05YmYwLTE0YWJiMDYxNzM4YSJ9.isJc4PrzXtZpWbz8WIj1xfmFuX9zj5xvULWPjlmTlOI" width="453" style="width: 455px; height: 746.73px;" height="747" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 29. Enter manifest for app creation (our instance domain has been redacted here)</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Then hit 'Next' and 'Create'. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now the app has been created you will be taken to a page containing your app credentials. This app will need to be installed to your Slack workspace, head to the 'OAuth and Permissions' tab and hit 'Install to YOURWORKSPACE'. Once installed the app will appear under the 'Apps' area of your Slack. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhYWRlYWRhLTZiZmUtNDk1MC05OWI4LTljMzk5NjU3MTY5MSJ9.I6f_6YOP4p0x2ysBpXsMDzDyTLQWUdREVdPxEd_cVaQ" style="width: 1060px; height: 612.851px;" width="1455" height="843" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 30. Install app to workspace</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Keep this page open and head back into Halo. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Head to the Slack integration configuration page > End user chat tab, here click 'Configure Slack Apps' and create a new app. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYwOGNiODE1LTNlMTEtNDBiYy05ZmJkLTk3NmRhYTY0ODZiYyJ9.n4xJLp_3wWC244WdcL7kJK8UUddKI1r9eIcKH_exfbI" width="910" style="width: 912px; height: 585.626px;" height="586" class="fr-fic fr-dii"></p><p><span style="font-size: 10pt;"><strong>Fig 31. Configure Slack app in Halo</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Here, you will need to enter the details of the Slack app you have just created. These details are obtained from Slack API </span></p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdkMzliNzg0LTlkOGUtNGIxNS1hNWYyLWI4NDc4YjA4MjhiNyJ9.onyn4Ch_t94N0a2Tf5maqXdHr2xG2yXHzlec8lGehpY" width="1093" height="543" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 1095px; height: 543.366px; max-width: none !important;" class="fr-fic fr-fil fr-dib"><strong><span style="font-size: 10pt;">Fig 32. Slack Fig 31. App credentials</span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Name</strong>- Give the app your desired name</span></p><p><span style="font-size: 11pt;"><strong>App ID</strong> - This is obtained from the 'App ID' field under the 'Basic information' section of your Slack app. </span></p><p><span style="font-size: 11pt;"><strong>Bot User OAuth Token</strong> - This is obtained from the 'Bot User OAuth Token' field under the 'OAuth and Permissions' section of your Slack app. </span></p><p><span style="font-size: 11pt;">Signing secret - This is obtained from the 'Signing Secret' field under the 'Basic information' section of your Slack app. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Chat profile </strong>- Here choose the chat profile you would like to be used when users start a chat in this application. We recommend choosing a simple out of the box chat profile when first setting this connection up to test the chat has connected successfully, you will be able to choose from the chatbots in your instance that have been set to be accessible on external websites. The chat profile set here can be changed anytime without the need to re-authorise so once the connection is confirmed you can create a new/customise your chat profile and set it here. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Save this and the configuration is complete!</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To have multiple chat profiles available in your Slack workspace you will need to create multiple Slack apps (one for each chat profile). </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Using the Chatbot in Slack</strong></span></p><p><span style="font-size: 11pt;">Head to the application you created in Slack for your chatbot, here you can start the chat bot flow.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"> The slash commands /Startchat and /endchat are used to start and end the bot flow in the Slack application. Once the user uses the /startchat command the chat will be started, some text input will need to be entered into the chat to prompt the first step of the bot flow will begin .</span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4YTU3ZWFlLTcwMWEtNDNhMi1hZDkwLTYxNTQyNmMzZmMyNiJ9.W6Qz9QSo7A8lMvKiKdHY77XWekVpNHH7bnmg9CCk_2o" width="1050" style="width: 1052px; height: 641.872px;" height="642" class="fr-fic fr-dii"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 10pt;"><strong>Fig 33. Chat started using slash command</strong></span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMDUwYzYzLTQ0YzEtNDU2OS05OTMzLTk5YzkwOGZlZDAzYSJ9.sm4Btu_KRO1TsxZjmYWcwxllK39_G9gNbVu9I8N4Awg" width="1028" style="width: 1030px; height: 626.034px;" height="626" class="fr-fic fr-dii"></span></p><p><strong><span style="font-size: 10pt;">Fig 34. First step of chat bot flow triggered</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Once the chat has begun the user will work through the chat flow until the flow reached it's configured end or the user ends the chat using /endchat.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Using Halo AI Virtual Agents in Slack</strong></span></p><p><span style="font-size: 11pt;">Virtual agents are an AI resource that can be integrated into a chatbot flow. These </span>allow a user to converse with a 'virtual agent' within the chat. They use AI technology to return information and carry out actions based on a user's input, making the chat profile much easier/quicker to set up as the virtual agent uses AI to determine what information the user would like based on their input, rather than having to create pre-configured steps.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p>This can be integrated with the end-user chat within Slack via this integration. If you are looking to use this functionality you must first setup Virtual Agents outside of Slack . A full outline on how to setup virtual agents, can be found here: <a href="https://usehalo.com/haloitsm/guides/2336/" target="_blank" rel="noopener noreferrer"><strong>Virtual Agents in the Chat Bot</strong></a>. Once setup come back to this guide and follow the below steps to give the Virtual Agent additional instructions t allow it to function with Slack. </p><p><br></p><p style="margin: 0px;" id="isPasted"><strong><em>Note: The end user of tickets logged from virtual agent chats (from Slack) will always be the user in Slack, you cannot log on someone else's behalf, even if your virtual agent allows for this. The chat will authenticate by matching the email of the Slack user to a user in Halo. </em></strong></p><p><br></p><p>The instructions given to the Virtual Agent must ensure the response is returned in markdown instead of HTML. The default Halo Virtual Agent for end-users specifically requests the response in HTML, so you must either create a new Virtual Agent and provide your own instructions, or you can provide additional instructions at the chat flow step level, which override the core instructions for the Virtual Agent.</p><p><br></p><p><strong>Within these additional instructions, add the following.</strong></p><p>"<em>Ignore all previous formatting prompts. Do not return HTML. Do not use <ol> and <ul> for lists. Return the response in markdown so it can be sent to Slack in an API request in the "markdown_text".</em>"</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZmFhZjRkLTg4ZGQtNDVlMy04YTE0LTI1OTNkODllNzcyZiJ9.5ybkD1_8w7U3YgpTaPpPlZCnoTUdQswkE9mPVXe0nHM" width="864" height="192" class="fr-fic fr-dii"></p><p><strong><span style="font-size: 10pt;">Fig 35. Instructions for the Slack virtual agent.</span></strong></p><p><br></p><p><br></p>
