A Transposit port of the Slack blueprint to create a helpdesk issue within Slack

Updated August 2019: These are specific instructions for use in Transposit. For other methods, check the Slack API website.

Creating a helpdesk ticket using a slash command and a dialog#

Use a slash command and a dialog to create a helpdesk ticket in a 3rd-party system. Once it has been created, send a message to the user with information about their ticket.



Create a Slack app#

  1. Create an app at https://api.slack.com/apps
  2. Add a slash command (See Add a slash command section below)
  3. Navigate to Bot Users and click "Add a Bot User" to create one.
  4. Enable Interactive components (See Enable Interactive Components below)
  5. Navigate to the OAuth & Permissions page and make sure the following scopes are pre-selected:
    • commands
    • bot
  6. Add https://accounts.transposit.com/oauth/v2/handle-redirect as a Redirect URI.
  7. Click Save Changes and install the app (You should get an OAuth access token after the installation)

Add a slash command#

  1. Go back to the app settings and click on Slash Commands.
  2. Click the 'Create New Command' button and fill in the following:
    • Command: /helpdesk
    • Request URL: the generated webhook url for open_helpdesk in Transposit under Deploy
    • Short description: Create a helpdesk ticket
    • Usage hint: [the problem you're having]

Enable interactive components#

  1. Go back to the app settings and click on Interactive Components.
  2. Set the Request URL to the generated webhook url for ticket_received in Transposit under Deploy
  3. Save the change.

Create your database in airtable#

  1. Add a new base in Airtable. If you are new to Airtable, check out the Support Center.
  2. Modify your table with the name Tickets and
    • First column userId with type "Single line text"
    • Second column userEmail with type "Email"
    • Third column title with type "Single line text"
    • Fourth column description with type "Long text"
    • Fifth column urgency with type "Single select" and options Low, Medium, and High

Connect Airtable and Slack in Transposit#

  1. Fork this app on Transposit

  2. Configure your Slack app's connection to Transposit:

    1. Find your Client ID and Secret in your Slack app under Basic Information > App Credentials.
    2. In your Transposit app, go to Data connections > Slack > Authentication and change the values to your Slack app's Client ID and Secret.
  3. Add Airtable and Slack's credentials to production under Deploy > Production Keys and follow the instructions.

  4. Authenticate the Airtable environment variables in Transposit under Deploy > Environment Variables.

Transposit Functions#

confirm_ticket: The Slack API call to post the ticket confirmation message.

create_record: Creates an airtable record of the helpdesk ticket.

get_records: Returns a list of airtable records to get the id.

open_dialog: The Slack API call to open the helpdesk dialog.

open_helpdesk: The operation that is called when /helpdesk is entered into the workspace.

ticket_received: The operation that is called when the ticket is submitted.