Use Slack alerts for individual support events and a queue digest for a daily or weekly summary.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Use Slack alerts for individual support events and a queue digest for a daily or weekly summary.
New thread alerts
- Open Settings → Channels → Slack and confirm the workspace is connected.
- Under New thread alerts, choose the destination channel and enable alerts.
- Under New-thread alerts include, choose which sources to include: Widget, Email, API, or Admin.
- Create a controlled support conversation through an included source and confirm the alert reaches the selected Slack channel.
Use Personal Slack notifications to send teammates Slack DMs for support updates that involve them.
Queue digest
- Enable Queue digest.
- Choose Daily or Weekly.
- Choose the digest's Slack channel.
The settings save when you change them. Check the selected channel and frequency after saving. If notifications stop, confirm that the Slack workspace is still connected and the destination channel is available.
Message capture from Slack channels is configured separately from these team notifications.