Getting Started
What is Slack-Native Internal Helpdesk?
A unified service desk built into Slack that consolidates internal requests from email, channels, and spreadsheets into one ticket queue. Reduce context switching and handle requests without leaving Slack.
How do I install it?
Go to the Slack App Directory, search for our app, click Install, authorize permissions, and select your workspace. Setup takes under 5 minutes. Your first helpdesk channel is ready immediately.
Do I need admin access?
Only for initial installation. After that, any team member can create additional helpdesk channels. Workspace admins can configure settings and control visibility per channel.
Features
Can I manage multiple teams in one workspace?
Yes. Create separate helpdesk channels for IT, HR, Finance, etc. Each channel has its own ticket queue, routing rules, and metrics while staying in one Slack workspace.
How does automatic routing work?
Define rules by category, priority, or keywords. Tickets auto-assign to the right team or person. You can reassign manually anytime via reactions or slash commands.
What integrations exist?
Native Slack integration plus webhooks for Jira, Zendesk, and custom tools. Trigger external automations when tickets update or sync to multiple systems in one action.
Can end-users request help directly?
Yes. Users message the helpdesk bot or post in a request channel. Their message becomes a ticket instantly. They get status updates without joining support channels.
Pricing
Is there a free trial?
Yes, 14 days free. No credit card needed. Full feature access. After trial, choose a plan or the app disables gracefully.
What happens to my data if I cancel?
All ticket history and config stay accessible for 30 days. Export to CSV or API anytime. After 30 days we securely delete archived data unless you request otherwise.
Can I upgrade or downgrade mid-cycle?
Yes. Changes take effect at your next billing cycle. We prorate charges daily so you only pay for what you use.
Security
Is data encrypted?
Yes. TLS 1.2+ for data in transit. AES-256 encryption at rest for sensitive fields. Slack workspace messages inherit Slack's security model.
Do you comply with GDPR and CCPA?
Yes. Full compliance with both. Request data access, deletion, or portability anytime via our security portal or support@slackhelpdesk.io.
Can I control ticket visibility?
Yes. Assign tickets to individuals or teams only. Reporters see only their own. Admins control visibility per channel.
Support
What if a ticket doesn't route?
Check that routing rules are enabled and cover your category. Review logs in the admin panel. Contact support with your workspace ID if the issue persists.
How do I contact support?
Email support@slackhelpdesk.io or use the in-app support channel. Response time under 2 hours on business days, 24 hours weekends.
Is there API documentation?
Yes, at api.slackhelpdesk.io/docs. Code examples in Node.js, Python, Go. Sandbox environment available for testing.