ChatOps Integration
Route: /org/resolve/settings?tab=chatops_integration · Permission: Manage Helpdesk Settings
1. What it does
Connects a chat platform so tickets can be raised from a conversation, and approvals actioned without leaving chat.
| Provider | State |
|---|---|
| Slack | Live |
| Microsoft Teams | Coming soon |
| Google Chat | Coming soon |
| Cisco Webex | Coming soon |
The other three render as coming soon. If a colleague remembers a Teams integration, it was withdrawn — Microsoft retired the webhook mechanism it depended on.
2. How it spreads
3. Per-channel configuration
Each connected Slack Channel is configured independently:
| Setting | Values | Meaning |
|---|---|---|
| Connection | Picker | Which Slack workspace connection |
| Purpose | Intake · Approvals · Both | Intake — customers raise tickets, no approval cards. Approvals — internal cards only, messages never create tickets |
| Intake mode | Automatic · On-demand | Automatic: every message creates a ticket. On-demand: plain messages ignored; use the ⋮ shortcut or the 🎫 reaction |
| Scope | Everyone · Customers only · Staff only | Whose messages count |
| Issue Type | Picker | What type the created ticket gets |
In a busy channel, automatic intake turns chatter into tickets at conversational speed. Start with On-demand — a 🎫 reaction or the ⋮ shortcut — and only switch to automatic on a channel that exists solely to raise tickets.
A channel set to Approvals never creates tickets from messages, however people type in it. Someone reporting a fault there will be ignored by the integration. Say so in the channel topic.
4. Slack app actions
Once connected, Slack offers: Create Orbit ticket, Add to Orbit ticket, Raise service request, and My approvals from the Orbit app's Home tab.
5. Don't confuse this with…
| These two | Differ by |
|---|---|
| ChatOps vs API Integration | Chat platforms vs REST |
| Intake vs Approvals purpose | Creating tickets vs actioning approvals |
| Service request approval vs CAB approval | Both can appear as cards; different records |
6. Troubleshooting
| Symptom | Cause |
|---|---|
| Messages do not create tickets | Purpose is Approvals, or intake mode is On-demand |
| Everything becomes a ticket | Intake mode is Automatic |
| A customer's message is ignored | Channel scope is Staff only, or they are not enrolled |
| Approval cards never arrive | Purpose excludes approvals |