---
schema_version: "1"
id: 565a5a58da3f52abb1a10da31fa57f67864e1aba88bb57c5d82864bc437d4509
title: Manage Requests and Tickets with the Employee Service Slack App
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/es_employee_service_slack_app.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.es_employee_service_slack_app.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f8a36ebb63bf72a1f6638509ca90d1dd372584a0f098ed07545d737ee9a65e0
description: Employees can report issues and track tickets within the Employee Service Slack app. Employees can easily ask for and track service requests and incidents. They can also stay up-to-date with real-time notifications every time their case changes.
products:
  - Service Cloud
release: "264"
---
# Manage Requests and Tickets with the Employee Service Slack App

Employees can report issues and track tickets within the Employee Service Slack app. Employees can easily ask for and track service requests and incidents. They can also stay up-to-date with real-time notifications every time their case changes.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d24783e58">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">To connect your Salesforce org with Slack:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">Connect Salesforce with Slack</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">To allow the user to run the /emp-svcs-create-record command</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d24783e58 ">API Enabled</td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Slack Integrations](https://help.salesforce.com/s/articleView?id=slack.slack_integrations.htm&language=en_US)

## Admin Setup

Before you start, make sure you have [Employee Service configured](https://help.salesforce.com/s/articleView?id=service.es_employee_hub_set_up.htm&type=5&language=en_US) in your Salesforce org and you're using a Slack workspace.

1. Retrieve the Slack app ID.
    1. From Setup, enter Slack apps setup in the Quick Find box, and then select **Slack Apps Setup** under Slack.
    2. Agree to the terms and conditions.
    3. Under Enable Slack Apps, turn on **Employee Service for Slack**.
    4. Go to Employee Service for Slack Permissions. Give each user the permissions they need to connect to Slack.
    5. Under Install the Slack App, click **Go to Employee Service for Slack Listing**.
    6. On the Employee Services for Slack page, retrieve the app ID from the page URL. The App ID is the part of the URL that appears before **\-employee-services-for-slack**.
        
        For example, if your employee portal URL is: https://employeePortal/services/slack-setup?appId=XYZABCDE123, the app ID is **XYZABCDE123**.
2. Set up the Employee Service for Slack app.
    1. Log in to the employee portal.
    2. Replace the <portalLink> and <appID> in this URL with your employee portal’s base URL and app ID:
        
        https://<portalLink>/services/slack-setup?appId=<appID>
        
        For example, if your employee portal URL is **/employeePortal**, and the appID is **XYZABCDE123** the URL will be:
        
        https://employeePortal/services/slack-setup?appId=XYZABCDE123
    3. Open the URL in a new browser tab.
    4. From the top-right dropdown, select the correct Slack workspace and click **Allow**.
    5. Allow Slack to access your account. This installs the Employee Service Slack app in the Slack workspace.
    6. Share the URL you created at step 2.b, with your employees. Employees need this URL to connect to the Employee Service for Slack app.
3. Turn on notifications:
    1. Enter flows in the Quick Find box, and then select **Flows** under Process Automation.
    2. Click **New Flow**.
    3. In the New Flow window, click **Use a Template**, and click **Next**.
    4. Select the **Update Case Notification** flow, and then click **Create**.
    5. Configure the Send Notifications for Service Management action with these values:
        
        Values  
        | Field | Valid Inputs |
        | --- | --- |
        | Channel Type | SLACK |
        | Event Type | CASE\_CREATE , CASE\_UPDATE , INCIDENT\_CREATE , INCIDENT\_UPDATE |
        | Recipient IDs | Collection variable containing a list of IDs of users who will receive the notification |
        | Source Record ID | ID of the record which triggers the flow |
        | Notification Subject | Notification subject |
        | Notification Body | Notification body |
        | Record URL | URL of the portal |
    6. Save and activate the flow.

## Employee Setup

1. Login to your Slack workspace.
2. Reset your HR Service portal password from the link received in email.
3. Login to your HR Service portal using your credentials.
4. In a new browser window, open site URL with the Slack app ID. Ask your Salesforce admin for this URL.
5. From the top-right dropdown, select the workspace where your admin has installed the Employee Service for Slack app.
6. Allow Slack to access your account.