Reopen the record when a customer issue returns
Bring a returning issue back into view without rebuilding its history.
Trigger
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Action
Unarchive a Ticket
Tool to unarchive a ticket. Use when you need to restore a previously archived ticket after validation.
Why this helps
A recurring problem may be discussed as new work while its original Gleap ticket remains archived.
- Restores the original issue record for follow-up
- Keeps earlier context connected to the recurrence
- Reduces duplicate ticket creation
Setup
Build it in a few focused steps.
- 1Connect Slack and Gleap to Notis once in the portal.
- 2Create the automation or describe the outcome to Notis conversationally.
- 3Give Notis a plain-language instruction to unarchive a Gleap ticket only when Slack explicitly says a previously resolved issue has returned and identifies its ticket ID.
- 4Select the Slack channel message trigger and choose a channel for run reports.
- 5Test with one known archived ticket and a real recurrence example.
Questions about this workflow
Will it restore a ticket based on a vague report?
The prompt should require a clear recurrence and an unambiguous ID for the archived ticket.
Why restore the original ticket?
Restoring it keeps the earlier issue history available and may avoid opening another record for the same problem.
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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