Track support issues from Slack DMs
Make a customer issue sent privately easier to track and resolve.
Trigger
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Action
Create a new ticket
Tool to create a new ticket. Use when you have ticket details ready to open a support ticket.
Why this helps
A support request in a DM can be easy to forget once attention shifts to another task.
- Creates a durable follow-up record
- Carries over the issue details from the DM
- Cuts down on remembering to log it later
Setup
Build it in a few focused steps.
- 1Connect Slack and Gleap to Notis once in the portal.
- 2Create the automation in Automations or ask Notis to create it from a conversational channel.
- 3Give Notis one plain-language instruction to create a Gleap ticket only for DMs describing a concrete support issue requiring follow-up.
- 4Choose the Slack direct message trigger and a channel for run reports.
- 5Test with one real support DM and confirm the ticket has enough context.
Questions about this workflow
Will this create tickets for every DM?
No. State in the prompt that Notis should create tickets only for concrete support issues that require action.
Can private details be handled carefully?
Instruct Notis to include only details relevant to resolving the issue and avoid copying unrelated personal conversation.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slack to Gleap. A trigger fires from one place; an action lands in another.
Slack triggers
Gleap actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Archive a Ticket
Tool to archive a ticket. Use after confirming the ticket ID and that the ticket is resolved. Call when moving tickets to history.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create a Collection
Tool to create a help center collection. Use when adding a new organizational grouping in your Help Center.
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Create a new chat message
Tool to create a new chat message. Use when sending a message in an active chat session.
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Create a new team
Tool to create a new team. Use when you have team details ready and want to assign tickets among members.
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Create a new ticket
Tool to create a new ticket. Use when you have ticket details ready to open a support ticket.
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Delete a User from a Project
Tool to remove a user from a project. Use when you need to revoke a user's access by their ID.
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
Get a Checklist
Tool to retrieve a specific engagement checklist by its ID. Use after obtaining a valid checklistId.
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
Get a Collection
Tool to retrieve a help center collection by ID. Use when you need to fetch specific collection details by its ID.
Connect any two apps with Notis in the middle.
Slack and Gleap, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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