Sync Settings
Gain complete control over how messages and status updates are synced between your integration and Slack
Last updated
Gain complete control over how messages and status updates are synced between your integration and Slack
Last updated
Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.
To configure common sync settings for all new tickets - follow the steps below:
Access Sync Settings by navigating to Objects
Choose your Message Sync Mode
Select whether status updates are shared in the Status Sync Mode setting
You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.
Only Responders can configure Sync Settings for individual tickets from the request channel in Slack
Determines how messages are synced between Slack and Intercom.
2-way sync between Intercom and Slack thread: Replies from Slack are posted on Intercom, and comments from Intercom are synced to Slack.
Only forward sync from Slack thread to Intercom: Replies from Slack are posted on Intercom, but comments from Intercom are not posted back on Slack.
Only backward sync from Intercom to Slack thread: Only Intercom comments are posted on Slack, and replies from Slack do not go to Intercom.
No sync between Intercom and Slack thread: No comments are synced from Slack or Intercom.
Determine whether status updates are shared on the request channel thread on Slack or not.
Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"
Sync key status changes from Intercom to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.
No sync of status changes from Intercom to the Slack thread: No status updates are synced to Slack.
What happens if a requestor tries to change the sync settings from the request channel?
Ans: If a requestor tries to modify any of the sync settings from Slack - they see an error that points out that this setting is only accessible by responders.
