Slack support notifications help teams see new support work quickly. Digests summarize support activity on a daily or weekly cadence so teammates can monitor.
Slack notifications keep internal teams aware of new support work, while daily or weekly digests summarize queue activity.
Configure new-thread alerts
- Go to Settings > Channels > Slack.
- Under Slack notifications, choose the internal channel.
- Choose which sources can alert: Widget, Email, API, and Admin.
- Enable and test the notification.
Slack-origin support threads are excluded from new-thread alerts.
Configure a queue digest
- Turn on Queue digest.
- Choose Daily or Weekly and select the Slack channel.
- Save the setting.
Digests are evaluated hourly relative to the last delivery. There is no separate delivery-time or timezone control.
Replies from alerts
Messages typed directly in an alert thread become internal notes. To send a customer-facing message, choose Reply to customer, write the message in the modal, and select Send to customer.
Troubleshooting
If a channel is missing or alerts fail, reconnect Slack and choose the channel again.