Slack Ticketing
Run internal support operations using Ticketping inside Slack
You can use the Ticketping Slack app to run a full internal support workflow — employees ask for help in a channel or by DMing the bot, and your support team handles those requests in another channel.
Channel setup
For this guide we’ll use two Slack channels:
- #it-help — where employees post requests. Anyone in the team can post here.
- #support — where your support team reviews and acts on those requests. Keep this one to your support staff.
You can configure both in the Ticketping dashboard. Add #it-help as a Slack Monitor. Ticketping watches monitored channels for incoming requests and creates tickets from them. #support is your support channel where those tickets are routed.
How it works
1. Employee posts a request
An employee sends a message in #it-help:
“Hey, I can’t access the staging environment. Getting a 403.”
Ticketping creates a new ticket and sends an acknowledgment reply in that same thread so the employee knows their request was received.
2. Ticket appears in #support
At the same time, @Ticketping posts the ticket in #support for your team to pick up.
Tickets from Slack DMs
Employees can also DM @Ticketping instead of posting in #it-help.
- A typed DM creates a ticket. Ticketping replies in that DM with the ticket number.
- Sharing a Slack message (or pasting a Slack message link) creates a ticket from the original message. The original author is the requester.
Follow-up messages in the same DM attach to the open ticket. A new Slack message link always starts a new ticket.
Agent replies from #support (tag @Ticketping) or the Ticketping dashboard go back to the employee’s DM. If the ticket was created from a shared message, the reply is also posted on the original thread.
If DMs aren’t creating tickets, reinstall the Slack app so it has permission to receive direct messages.
Replying to a ticket
You have a few ways to send a reply — all of them sync with each other and with the Ticketping dashboard.
Reply from #it-help
Jump into the thread under the employee’s original message and reply directly. No need to tag @Ticketping — your reply syncs to #support and the Ticketping dashboard automatically.
Reply from #support
Reply inside the ticket thread in #support. Here you need to tag @Ticketping for your message to be sent to the employee.
Reply from the Ticketping dashboard
You can also reply from the Ticketping console. Those replies sync back to both Slack channels automatically.
Summary
| Where you reply | Tag @Ticketping? | Sent to employee? |
|---|---|---|
| #it-help thread | Not needed | Yes (direct reply) |
| DM with the bot | Not needed | Yes (direct reply) |
| #support thread | Yes | Yes |
| #support thread | No | No (internal only) |
| Ticketping console | — | Yes |