Record customer escalations from Slack DMs
Keep an escalation's useful context with the Jira issue the team needs to 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
Add Comment
Adds a comment using atlassian document format (adf) for rich text to an existing jira issue.
Why this helps
Customer urgency and background shared privately can be separated from the Jira work tracking the resolution.
- Keep escalation context with the related issue.
- Make customer follow-up easier to trace.
- Reduce repeated retelling of the problem.
Setup
Build it in a few focused steps.
- 1Connect Slackbot and Jira once in the Notis portal.
- 2Create an automation for escalation notes.
- 3Tell Notis to add a concise comment to the referenced Jira issue when a direct message describes a customer escalation, preserving relevant impact and context.
- 4Choose Direct Message Received as the trigger.
- 5Choose a report channel and test with a real escalation and Jira issue reference.
Questions about this workflow
What if the DM has no issue key or link?
Ask Notis to skip the comment and report that an issue reference is missing rather than guessing which issue to update.
Can the comment include customer details?
Specify which relevant details to preserve, and review the test comment for accuracy and appropriate context.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slackbot to Jira. A trigger fires from one place; an action lands in another.
Slackbot triggers
Jira actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Add Attachment
Uploads and attaches a file to a jira issue.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Add Comment
Adds a comment using atlassian document format (adf) for rich text to an existing jira issue.
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Add Watcher to Issue
Adds a user to an issue's watcher list by account id.
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Assign Issue
Assigns a jira issue to a user, default assignee, or unassigns; supports email/name lookup.
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Bulk Create Issues
Creates multiple jira issues (up to 50 per call) with full feature support including markdown, assignee resolution, and priority handling.
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Create Issue
Creates a new jira issue (e.g., bug, task, story) in a specified project.
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
Link Issues
Links two jira issues using a specified link type with optional comment.
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
Create Project
Creates a new jira project with required lead, template, and type configuration.
Connect any two apps with Notis in the middle.
Slackbot and Jira, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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