Step-by-step guide to install and configure the Slack integration
Enable Slack source on Thena
Install Thena app on Slack
Workspace connections
Channel mapping
Organization level
Team level
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 onesMessage 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 peopleUser 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 groupsOther 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 reactionsChannel events
Message events
Team events
Ticket permissions
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: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:read
- View contacts contact:write
- Manage contacts user:read
- View user information user:write
- Manage usersEmoji permissions
emoji:read
- View emoji reactions emoji:write
- Add and manage emoji reactionsTicket 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 deletedComment reactions
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 updatedCheck connection
Test slash command
/ticket
commandVerify permissions
Common issues
Solutions
ticket:comment:reaction:added
- When a reaction is added to a commentticket:comment:reaction:removed
- When a reaction is removed from a comment