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The Slack Companion App connects your service threads to your own Slack workspace. Route new threads to the channels you choose, see updates in-line as they happen, and act on a thread without leaving Slack.
This guide connects the Companion App to your own Slack workspace, for your service team. To deploy a Slack app to a customer’s workspace, that’s the Slack Service App — a different app for a different audience.
You can install either the Slack Companion App or the Slack Service App in a given Slack workspace — not both in the same workspace.

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What you get

  • Custom Flows that route newly created threads to the channels you pick — useful for urgent incidents, or for sending new requests to the right team.
  • In-line updates, notes included, posted back to the originating channel so the team stays current without the channel turning noisy.
  • Actions — change status, priority, board or contact on a thread and it syncs straight to your ticketing system.
  • Time entries, added directly from Slack.
  • Assign To, for managers and dispatchers.
  • Slash commands — /thread ticket creates a service thread, /thread help gets help.

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Before you start

Deploy using a generic Slack admin account, not your personal one. If a personal account is ever decommissioned or has its permissions reduced, the app stops working and needs redeploying.

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Connect Slack

1

Open the Slack integration

In the Thread Admin Panel, go to Integrations → Slack and click Connect.
Slack tile on the Integrations page of the Thread Admin Panel with a Connect button
2

Choose Connect with Slack

Connect with Slack option in the Thread Admin Panel
3

Sign in and pick the workspace

Sign in to Slack and select the workspace you want to connect.
Slack sign-in screen with a workspace selector
4

Allow the requested permissions

Slack shows what access the Thread app will have. Click Allow. The full breakdown is in the Slack permissions guide.
Slack permission screen listing the access requested by the Thread app
5

Check for the welcome message

You should now see a welcome message from the Thread app in Slack.
Welcome message from the Thread app in a Slack workspace

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Replying so the customer sees it

By default a message you send in Slack is recorded as an internal note. To send it as an external note the customer can see, add !send to the end:
  • Internal note — Checking on this issue now.
  • External note — We're looking into this for you. !send

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Next step

Set up which ticket updates post to a channel, then see how to use the Slack Companion App day to day.

Related topics

Install the Teams Companion AppHow Notifications Work for your TeamHow to Use the Slack Companion App for Service Teams