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Slack
Installation
Step-by-step guide to install and configure the Slack integration
Installation overview
1
Enable Slack source on Thena
Authorized users can enable the Slack source through the Thena platform with a single click.
2
Install Thena app on Slack
A Slack workspace administrator needs to install the Thena app in your Slack workspace.
Organization and team structure
The Slack integration in Thena follows a hierarchical structure that provides flexible workspace management and team-level access control.Connection rules
Workspace connections
Workspace connections
- One Slack workspace can be linked to only one Thena organization
- One Thena organization can connect to multiple Slack workspaces
- Supports both standard Slack workspaces and Enterprise Grid workspaces
Channel mapping
Channel mapping
- One Slack channel can be accessed by multiple Thena teams
- One Thena account can be mapped to multiple Slack channels
- One Slack channel can only be mapped to one Thena account
Workspace connections
A single Thena organization can connect to multiple Slack workspaces (including Enterprise Grid workspaces), enabling centralized management of all your Slack interactions.
Organization level
Organization level
- Slack workspaces are connected at the organization level
- Organization admins can manage workspace connections
- Multiple workspaces can be connected to one Thena organization
- Supports both standard Slack workspaces and Enterprise Grid
Team level
Team level
- Teams can be granted access to specific Slack workspaces
- One team can access multiple Slack workspaces
- Multiple teams can share access to the same workspace
- Teams configure their own channel settings and preferences
Access management
Workspace sharing
• Grant workspace access to specific teams
• Teams operate independently within shared workspaces
• Flexible 1:1 or many-to-many relationships
• Teams operate independently within shared workspaces
• Flexible 1:1 or many-to-many relationships
Channel configuration
• Teams set up their own channel mappings
• Independent channel monitoring
• Team-specific automation settings
• Independent channel monitoring
• Team-specific automation settings
After a workspace is connected at the organization level, teams must be explicitly granted access before they can configure and use the integration.
Permissions and scopes
Slack workspace permissions
The Thena app requires the following permissions in your Slack workspace:Channel permissions
Channel permissions
channels:history- View messages and other content in public channels where Thena app is addedchannels:join- Join public channels in a workspacechannels:manage- Manage public channels where Thena app is added and create new oneschannels:read- View basic information about public channels in a workspacegroups:history- View messages and other content in private channels where Thena app is addedgroups:read- View basic information about private channels where Thena app is addedgroups:write- Manage private channels where Thena app is added and create new ones
Message permissions
Message permissions
chat:write- Post messages in approved channels & conversationschat:write.customize- Send messages as @Thena with a customized username and avatarim:history- View messages and other content in direct messages where Thena app is addedmpim:history- View messages and other content in group direct messages where Thena app is addedmpim:read- View basic information about group direct messages where Thena app is addedmpim:write- Start group direct messages with people
User permissions
User permissions
users:read- View people in a workspaceusers:read.email- View email addresses of people in a workspaceteam:read- View the name, email domain, and icon for workspaces where Thena app is connectedusergroups:read- View user groups in a workspaceusergroups:write- Create and manage user groups
Other permissions
Other permissions
commands- Add shortcuts and/or slash commands that people can useemoji:read- View custom emoji in a workspacefiles:read- View files shared in channels and conversations where Thena app is addedfiles:write- Upload, edit, and delete files as Thena appreactions:read- View emoji reactions and their associated content in channels where Thena app is addedreactions:write- Add and edit emoji reactions
Slash commands
The integration adds the following slash commands to your workspace:/ticket
Create a new ticket directly from Slack using an interactive form
Event subscriptions
The app subscribes to various Slack events to maintain synchronization:Channel events
Channel events
- Channel creation, deletion, and updates
- Archive and unarchive events
- Channel sharing status changes
- Member join/leave events
Message events
Message events
- Messages in channels where Thena app is added
- Reaction additions and removals
Team events
Team events
- User profile changes
- User status updates
- Team membership changes
- User group updates
Thena platform permissions
The Slack app on Thena requires these platform permissions:Required scopes
Ticket permissions
Ticket permissions
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ticket:read - View tickets •
ticket:write - Create and update tickets •
ticket:comment:read - View ticket comments •
ticket:comment:write - Add and edit comments •
ticket:comment:reaction - React to commentsAccount permissions
Account permissions
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account:read - View account information •
account:write - Manage accounts •
account:note:read - View account notes •
account:note:write - Manage account notes •
account:activity:read - View account activities •
account:activity:write - Record account activitiesContact and user permissions
Contact and user permissions
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contact:read - View contacts •
contact:write - Manage contacts •
user:read - View user information •
user:write - Manage usersEmoji permissions
Emoji permissions
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emoji:read - View emoji reactions •
emoji:write - Add and manage emoji reactionsEvent subscriptions
Ticket events
Ticket events
ticket:created- When a new ticket is createdticket:updated- When ticket details are updatedticket:status:changed- When a ticket’s status changesticket:assigned- When a ticket is assignedticket:priority:changed- When a ticket’s priority changesticket:comment:added- When a comment is added to a ticketticket:comment:updated- When a comment is updatedticket:comment:deleted- When a comment is deleted
Comment reactions
Comment reactions
Account and contact events
Account and contact events
account:created- When a new account is createdaccount:updated- When account details are updatedcustomer:created- When a new customer is createdcustomer:updated- When customer details are updated
Verification and testing
After installation, verify the integration is working:1
Check connection
Verify the connection status in your Thena dashboard
2
Test slash command
Try creating a test ticket using the
/ticket command3
Verify permissions
Ensure the app has joined necessary channels
Troubleshooting
If you encounter issues during installation:Common issues
Common issues
- Insufficient Slack permissions
- Missing channel access
- Authentication errors
- Event delivery failures
Solutions
Solutions
- Verify administrator access
- Check channel memberships
- Review permission scopes
- Validate webhook URLs
ticket:comment:reaction:added- When a reaction is added to a commentticket:comment:reaction:removed- When a reaction is removed from a comment