The Slack integration lets Pleased post messages into a Slack channel when ticket conditions are met. It is how you surface urgent cases to the people who need to see them — without anyone watching a queue.
Setup runs in two places: you add the Pleased app to your channels in Slack, then connect the workspace in Pleased. Once that is done, you configure the messages through ticket triggers and automations.
Step 1 — Add the Pleased app to your Slack channels
Start in Slack. Pleased only sees channels the Pleased app has been added to — until this is done, there is nothing for the next step to show you.
- In Slack, open the channel you want Pleased to post into.
- Select Channel Details > Integrations > Add apps.
- Search for Pleased and add it.
- Repeat for every channel you want Pleased to post into.
- Adding the app the first time needs a Slack workspace admin to approve it. Private channels work the same way — the app has to be added to each private channel individually.
Channel syncing is not instant. After adding the app to a new channel, it can take 15–30 minutes before that channel appears in Pleased. Once synced, messages send immediately.
Step 2 — Connect your Slack workspace in Pleased
Now connect the workspace so Pleased can see those channels.
- Go to Settings in the left-hand menu.
- Select Channels, then Slack.
- Select Add Workspace.
- Approve the connection when Slack prompts you — only a Slack workspace admin can do this.
- The workspace appears in your Slack integrations list. You can connect multiple Slack workspaces if you need to.
Step 3 — Send messages with ticket triggers
- Go to Settings > Ticket Triggers.
- Create a new trigger, or edit an existing one.
- Add your conditions — for example ticket created, tag added, brand is X.
- Add the action Send message to Slack channel.
- Select the Slack workspace and the channel.
- Write the message, using placeholders where useful.
- Save.
- When a ticket meets the conditions, the message posts automatically.
Placeholders
Insert ticket details into the message with placeholders:
{{ticket.subject}}{{ticket.url}}{{ticket.description}}{{ticket.brand}}{{ticket.tags}}- These are replaced with real data when the message is sent.
Using Slack with automations
Automations add Slack actions the same way, which lets you build time-based alerts:
- A daily summary of open tickets
- A notification when a high-value tag is added
- An alert when a ticket has been open more than 24 hours
- An escalation ping for specific categories or brands
- Go to Settings > Automations, add your conditions, add the action Send message to Slack channel, choose workspace and channel, and save.
Troubleshooting
The Slack channel does not appear in Pleased. Confirm the Pleased app is installed in that channel, that the right workspace is connected, wait up to 30 minutes for syncing, then refresh Pleased.
Messages are not posting. Check the trigger conditions, that the Send message to Slack channel action is present, that the workspace connection is still active, and that the channel has the Pleased app.
Slack is asking for admin approval. Only a Slack workspace admin can approve the integration — ask them to complete it.
Placeholders are not resolving. Check the spelling, confirm the placeholder is on the supported list, and test with something simple like {{ticket.url}}.
FAQs
Can I connect multiple Slack workspaces? Yes.
Can I post to private channels? Yes — but only where the Pleased app has been added to that private channel.
Can I message individual users? Not currently.
Can I trigger alerts from tags or brand conditions? Yes — any combination of conditions is available in triggers and automations.
How quickly do messages send? Immediately, once the channel is synced and the conditions are met.