Creating Salesforce Cases from Slack

Once you've configured Salesforce Integration in the previous steps, You can go ahead and create a Salesforce case from a Slack channel using the following methods:

• Using an Emoji

• Using Automatic Ticketing

• Using Triage

Note: While filing a case and adding a comment:

1. Emojis can be only added to Contact's messages.

2. While filing the case, the contact name will be the message author and the one created by the user will be the emoji author. If the message author is not present in Salesforce, we create a new Contact for this user and then file the ticket under this user.

3. While moving messages from Slack -> Salesforce, the author of the messages need not be present on Salesforce. The messages will be synced irrespective of this

4. Both Requester and Responders can create a Salesforce case from the Slack Request Channel.

Users who are designated as agents on Salesforce can also create cases out of their messages on Slack. This is useful for internal use cases.