The SupportCandy Slack Integration is a premium add-on designed to bridge your WordPress help desk with your Slack workspace. It transitions your support workflow from a passive email-based system to a real-time collaborative environment.
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Real-Time Notifications: Instant alerts in a designated Slack channel whenever a new ticket is created or a customer replies.
Direct Slack Replies: Agents can respond to tickets directly from within the Slack thread. These replies are automatically synced back to the SupportCandy ticket on your website.
Agent Mapping: You can associate specific Slack users with SupportCandy agents. This ensures that when an agent replies via Slack, the ticket history correctly attributes the response to them.
Fallback Agent: If a Slack user isn’t mapped to a specific agent, you can designate a “Fallback Agent” to ensure the reply is still processed and posted.
One-Click Navigation: Each notification includes a direct “Ticket URL” that takes the agent straight to the ticket in the WordPress admin or agent portal.
Security: Uses Slack’s standard API verification (Signing Secrets) to ensure that incoming webhook calls are legitimately from Slack and not a third party.
| Requirement | Specification |
| Plugin Version | Usually requires SupportCandy Core v3.0 or higher. |
| WordPress Version | Compatible with WP 5.6 or higher (v6.7+ recommended). |
| PHP Version | PHP 7.4 or higher (8.0+ recommended for performance). |
| API Dependency | Must have SupportCandy REST API enabled (Settings → Miscellaneous → Advanced). |
| Slack Setup | Requires a custom Slack App (Internal) with Webhooks and Interactive Components enabled. |
Trigger: A customer submits a ticket on your site.
Notification: SupportCandy sends a payload to your Slack App’s Webhook URL.
Action: Your team sees the ticket details (ID, Subject, Department) in Slack.
Response: An agent clicks “Reply” in Slack or types in the thread (depending on your specific configuration).
Sync: The Slack “Interactivity” URL pings your WordPress site via the REST API to update the ticket status and content.
