Create Tickets in Slack

MacStadium offers a shared channel for team communications directly through Slack for customers on the Pro and Premium support plans. Our Slack-to-ticket service leverages Zendesk and Zapier with Slack to make ticket creation and communication seamless between Slack, our ticketing system and your MacStadium portal.

Getting Started

To start a ticket from Slack follow these easy steps:

📘 Our Slack-to-ticket integration does not work with Slack direct messages, only channels.

1. Add the ticket emoji (ticket) to the message as a reaction.

2. After adding the ticket emoji reaction, a message is sent to you in a thread in response prompting you to create a ticket.

3. Click the Create Ticket button to open a quick form where you will enter key details about your request.

4. After filling out the form, click Submit to create a ticket that goes to the MacStadium support team.

• Email Address - enter your email address
• Topic - select the topic your issue/request is related to
• Impact - specify how much this issue is impacting your team
• Subject - subject line for ticket
• Description - describe the issue/request

5. After submitting the form, you will receive a message that is only visible to you in the channel which confirms that the ticket has been submitted successfully.

6. You can now add comments to the thread that was used to create the ticket. All comments added to the thread will be pushed to the Zendesk ticket. When a member of the MacStadium team replies to the ticket, our message will be sent to you in that same Slack thread in addition to being sent to you via email and pushed to the ticket within your MacStadium portal.