Developer & integrations

Slack notifications aren't arriving

Updated

Slack notifications aren't arriving

IntelliDesk can post ticket events from a help desk into a Slack channel through a Slack Incoming Webhook. If nothing shows up in the channel, this article helps you find out why. For setting it up in the first place, see IntelliDesk's APIs: REST and MCP.

Slack targets live under Settings → Developer, on each help desk's card, in Slack notifications. Only managers see the Developer section.

1. Send a test

On the target, click Send test. You should see Test message scheduled — check your Slack channel, and a sample HD-TEST ticket message in Slack within a few seconds.

  • If the test arrives, the connection works; skip to section 3.
  • If it doesn't, look at the line under the target (section 2).

2. Read the status line under the target

Each target shows how its last delivery went:

  • ✓ Last sent: followed by a time: the last message was delivered.
  • ⚠ followed by an error: the last delivery failed. Errors starting with HTTP come from Slack itself, for example when the webhook has been removed or the channel was deleted or archived.

If Slack rejects the webhook, create a new Incoming Webhook in Slack (Apps → Incoming Webhooks), then in IntelliDesk Delete the old target and Add Slack target with the new URL. A target's URL can't be edited.

IntelliDesk tries each message once. If Slack is unavailable at that moment, that message is skipped; later events are still sent.

3. Check the target is switched on

The switch next to the target's name turns it on and off. While it's off, nothing is posted, and Send test says This Slack target is disabled.

4. Check the events you subscribed to

Under the target, Subscribed to: lists its events (for example ticket.created). A target only posts the events you chose when you created it:

  • Ticket created: when a new ticket arrives
  • Ticket assigned: when a ticket's assignee changes
  • Ticket status changed: when a ticket moves between open, pending, on hold and closed
  • Ticket closed: when a ticket is closed
  • Message received: when a customer message arrives on any channel

To change the events, delete the target and add it again with the ones you want.

5. Check it's on the right desk

Slack targets belong to one help desk and only post events for tickets on that desk. If tickets for another desk should also post to Slack, add a target on that desk's card too. You can point several targets at the same Slack channel.

Problems adding a target

  • Name, URL, and at least one event are required: fill in Name and Incoming webhook URL, and tick at least one event.
  • URL must be a Slack incoming webhook (https://hooks.slack.com/...).: paste the webhook URL Slack gave you. It starts with https://hooks.slack.com/. Links to a channel or workspace won't work.

Good to know

  • Slack messages are one-way. You can't reply to customers from Slack; open the ticket in IntelliDesk with the link in the message.
  • The webhook URL is stored encrypted, and only its beginning is shown on the card.
  • If your workspace's trial has ended or its subscription is inactive, you can still switch a Slack target off, but you can't add one or switch one back on until billing is sorted.

Related: IntelliDesk's APIs: REST and MCP · Why am I not getting notifications?