Support Ticketing
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Slack Zap

At Coda, we manage IT supports primarily through Slack.

To do this, we have a simple integration set up through Zapier (although any integration platform with a connection to Coda should be able to do this). This page outlines how to set up Zapier to create Tickets in your IT Doc.

To set this up, you’ll need a Slack account, a Zapier account, and a doc that includes a a table with the necessary fields (e.g. the ticketing table in this doc).

Workflow
Users submit requests in a public Slack channel
Support team members monitor the channel and create Tickets by adding a specific reaction to the message
These tickets are populated with Reporter, Summary (being the message itself), and Description (a permalink back to the original Slack thread for easy tracking)
Ticket status, additional information, and attachments are changed and managed from within the doc.

Zapier Setup
Create and name a new Zap
Select your trigger to be
New Reaction added in Slack
Select the name of the Emoji that will trigger this action. For example, you can create a new emoji from
and name it. We use a
🎟️
icon named
ticketed
Select the channel that this Zap should apply to.
Create a new
Action
to
Create a Row in Coda
Select the Document the tickets should be created in
Select the table the tickets should be created in
Map the Slack fields to the correct columns in your Coda table. We use the following
Summary
: Slack Message Text
Description
: Slack Message Permalink
Reporter
: Slack Message User Profile Email
Created
: Slack Message Ts (timestamp)
Test your your new Zap!



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