[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:fr":36,"kb:categories:1:fr":37,"kb:brandArticles:1:0:fr":38,"kb:articleDetails:90:fr":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":53,"category":57,"relatedArticles":60,"relatedTagsArticles":86},{"id":47,"brandId":18,"sectionId":40,"categoryId":32,"title":48,"body":49,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":50,"createdBy":51,"updatedAt":50,"updatedBy":51,"tags":32,"includeForAi":19,"authorName":52},90,"Using the Slack integration","\u003Cp>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.\u003C\u002Fp>\u003Cp>Setup runs in two places: you add the Pleased app to your channels \u003Cstrong>in Slack\u003C\u002Fstrong>, then connect the workspace \u003Cstrong>in Pleased\u003C\u002Fstrong>. Once that is done, you configure the messages through \u003Cstrong>ticket triggers\u003C\u002Fstrong> and \u003Cstrong>automations\u003C\u002Fstrong>.\u003C\u002Fp>\u003Ch2>Step 1 — Add the Pleased app to your Slack channels\u003C\u002Fh2>\u003Cp>Start in Slack. \u003Cstrong>Pleased only sees channels the Pleased app has been added to\u003C\u002Fstrong> — until this is done, there is nothing for the next step to show you.\u003C\u002Fp>\u003Col>\u003Cli>In Slack, open the channel you want Pleased to post into.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Channel Details > Integrations > Add apps\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Search for \u003Cstrong>Pleased\u003C\u002Fstrong> and add it.\u003C\u002Fli>\u003Cli>Repeat for every channel you want Pleased to post into.\u003C\u002Fli>\u003Cli>Adding the app the first time needs a \u003Cstrong>Slack workspace admin\u003C\u002Fstrong> to approve it. Private channels work the same way — the app has to be added to each private channel individually.\u003C\u002Fli>\u003C\u002Fol>\u003Cblockquote>\u003Cstrong>Channel syncing is not instant.\u003C\u002Fstrong> After adding the app to a new channel, it can take \u003Cstrong>15–30 minutes\u003C\u002Fstrong> before that channel appears in Pleased. Once synced, messages send immediately.\u003C\u002Fblockquote>\u003Ch2>Step 2 — Connect your Slack workspace in Pleased\u003C\u002Fh2>\u003Cp>Now connect the workspace so Pleased can see those channels.\u003C\u002Fp>\u003Col>\u003Cli>Go to \u003Cstrong>Settings\u003C\u002Fstrong> in the left-hand menu.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Channels\u003C\u002Fstrong>, then \u003Cstrong>Slack\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select \u003Cstrong>Add Workspace\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Approve the connection when Slack prompts you — only a Slack workspace admin can do this.\u003C\u002Fli>\u003Cli>The workspace appears in your Slack integrations list. You can connect multiple Slack workspaces if you need to.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>Step 3 — Send messages with ticket triggers\u003C\u002Fh2>\u003Col>\u003Cli>Go to \u003Cstrong>Settings > Ticket Triggers\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Create a new trigger, or edit an existing one.\u003C\u002Fli>\u003Cli>Add your conditions — for example ticket created, tag added, brand is X.\u003C\u002Fli>\u003Cli>Add the action \u003Cstrong>Send message to Slack channel\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>Select the Slack workspace and the channel.\u003C\u002Fli>\u003Cli>Write the message, using placeholders where useful.\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003Cli>When a ticket meets the conditions, the message posts automatically.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2>Placeholders\u003C\u002Fh2>\u003Cp>Insert ticket details into the message with placeholders:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Ccode>{{ticket.subject}}\u003C\u002Fcode>\u003C\u002Fli>\u003Cli>\u003Ccode>{{ticket.url}}\u003C\u002Fcode>\u003C\u002Fli>\u003Cli>\u003Ccode>{{ticket.description}}\u003C\u002Fcode>\u003C\u002Fli>\u003Cli>\u003Ccode>{{ticket.brand}}\u003C\u002Fcode>\u003C\u002Fli>\u003Cli>\u003Ccode>{{ticket.tags}}\u003C\u002Fcode>\u003C\u002Fli>\u003Cli>These are replaced with real data when the message is sent.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Using Slack with automations\u003C\u002Fh2>\u003Cp>Automations add Slack actions the same way, which lets you build time-based alerts:\u003C\u002Fp>\u003Cul>\u003Cli>A daily summary of open tickets\u003C\u002Fli>\u003Cli>A notification when a high-value tag is added\u003C\u002Fli>\u003Cli>An alert when a ticket has been open more than 24 hours\u003C\u002Fli>\u003Cli>An escalation ping for specific categories or brands\u003C\u002Fli>\u003Cli>Go to \u003Cstrong>Settings > Automations\u003C\u002Fstrong>, add your conditions, add the action \u003Cstrong>Send message to Slack channel\u003C\u002Fstrong>, choose workspace and channel, and save.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>\u003Cstrong>The Slack channel does not appear in Pleased.\u003C\u002Fstrong> 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.\u003C\u002Fp>\u003Cp>\u003Cstrong>Messages are not posting.\u003C\u002Fstrong> Check the trigger conditions, that the \u003Cstrong>Send message to Slack channel\u003C\u002Fstrong> action is present, that the workspace connection is still active, and that the channel has the Pleased app.\u003C\u002Fp>\u003Cp>\u003Cstrong>Slack is asking for admin approval.\u003C\u002Fstrong> Only a Slack workspace admin can approve the integration — ask them to complete it.\u003C\u002Fp>\u003Cp>\u003Cstrong>Placeholders are not resolving.\u003C\u002Fstrong> Check the spelling, confirm the placeholder is on the supported list, and test with something simple like \u003Ccode>{{ticket.url}}\u003C\u002Fcode>.\u003C\u002Fp>\u003Ch2>FAQs\u003C\u002Fh2>\u003Cp>\u003Cstrong>Can I connect multiple Slack workspaces?\u003C\u002Fstrong> Yes.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I post to private channels?\u003C\u002Fstrong> Yes — but only where the Pleased app has been added to that private channel.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I message individual users?\u003C\u002Fstrong> Not currently.\u003C\u002Fp>\u003Cp>\u003Cstrong>Can I trigger alerts from tags or brand conditions?\u003C\u002Fstrong> Yes — any combination of conditions is available in triggers and automations.\u003C\u002Fp>\u003Cp>\u003Cstrong>How quickly do messages send?\u003C\u002Fstrong> Immediately, once the channel is synced and the conditions are met.\u003C\u002Fp>","2026-08-21T16:05:20.000+00:00",16,"Manu 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