Slack

Path: /settings/integrations (find Slack under Collaboration)

Looking for Slack license and sign-in visibility rather than the help desk? See Slack SaaS Application, a separate read-only integration under SaaS Applications that reports seat utilization and login activity per workspace.

About Slack

Slack is a team collaboration platform that brings together messaging, file sharing, and integrations in one unified workspace. Connecting Slack to Harmony transforms your channels into an intelligent IT helpdesk with autonomous ticket resolution, AI-powered responses, and seamless workflow automation.

What the Slack integration enables

Capability

Description

Autonomous Help Desk

Transform Slack channels or DMs into an AI-powered help desk with autonomous ticket resolution

Team Inbox

Centralize all IT tickets in a dedicated channel for support agents to triage and collaborate

Automation workflows

Trigger workflows, receive notifications, and execute IT actions directly from Slack

Slash Commands

Use /harmony from any channel or DM to instantly create tickets and execute commands

AI Responses

Get intelligent answers from Harmony's AI trained on your knowledge base and IT procedures

Copilot in Threads

Access the Copilot agent inside replicated Slack threads for AI-assisted support alongside human agents

Native Catalog Forms

Submit Service Catalog requests using interactive, purpose-built Slack UI components

Channel Management

Create, archive, and invite users to Slack channels directly from agent workflows

Prerequisites

Before connecting Slack to Harmony, ensure you have:

Slack Workspace Admin access or permissions to install applications
A Harmony account with admin access to manage integrations

Standard Slack workspace members can install apps, but your organization's app approval policy may require admin approval.

Connect Slack to Harmony

Step 1: Initiate the Connection

Navigate to Integrations
1. Log into your Harmony dashboard
2. Click Settings in the sidebar
3. Click Integrations in the settings menu
4. Click Slack under the Collaboration section to begin the OAuth flow
Navigate to Slack integration in Harmony dashboard
Authorize in Slack
You'll be redirected to Slack's authorization page.
Important: Ensure you have the correct Slack workspace selected in the top-right corner before proceeding.
1. Review the requested permissions (see Permissions below)
2. Select a channel to connect to Harmony initially
3. Click Allow to authorize the connection
Click Allow to authorize Harmony in Slack
At this point, Slack should be successfully connected to Harmony.

Re-authorizing an Existing Connection

If Harmony requires updated permissions, you no longer need to uninstall and reinstall the app. Instead:

Navigate to Settings → Integrations → Slack
Click the Reauthorize button
Complete the OAuth flow in the popup window

You will see a success or failure notification once the process completes, so you always know whether the connection was established successfully. This avoids any disruption to your existing Slack-based support workflows.

If you have an existing Slack connection and are prompted to re-authenticate, use the Reauthorize button rather than uninstalling the app. This applies whenever Harmony's expanded permission set needs to be applied to your workspace.

Configure Slack as Your IT Help Desk

After connecting Slack, you'll land on the Slack configuration page in Harmony where you can configure how Harmony operates in your channels.

Configure Your Connected Channel

Once you've connected Slack, configure how Harmony should operate in the channel:

Enable the Channel
1. Click Settings in the sidebar
2. Navigate to Desks in the settings menu
3. Select your desk and click Notifications
4. Click Add destination and select Slack
5. Configure the notification events and select your Slack channel
Enable and configure Slack channel in Harmony
Test the Integration
1. Go to your Slack channel
2. Type a test message like "Help with password reset"
3. Harmony should respond to your request

Connect Additional Channels

You can connect more channels in two ways:

Method 1: Through notification settings

Navigate to Settings → Desks → Notifications
Click Add destination and select Slack
Choose a different channel from the dropdown
Configure the notification events for the new channel

Method 2: Using @mention in Slack

Go to any Slack channel where you want to add Harmony
Type @Harmony to mention the app
Click the Add them button when prompted
Configure the notification settings in Harmony

Notify Assigned Admins in Slack Threads

You can automatically mention an assigned admin in the Slack thread where their ticket originated, the moment the ticket is assigned to them. This works whether the ticket came from a public channel or a direct conversation with the Harmony app.

To enable this behaviour per desk:

Navigate to Settings > Desks > [Your Desk] > Notifications > Ticket Events
Enable the Notify admin on assignment checkbox

This setting is optional and configurable independently for each desk.

Copilot Agent in Slack Threads

When a conversation is replicated to a Slack channel, Harmony's Copilot agent is available inside that thread to provide AI-powered assistance alongside your human agents. The Copilot agent is accessible to all platform roles except employee-level users, ensuring the right people have AI assistance where they need it.

Automate Slack Channel Management in Workflows

You can create, archive, and invite users to Slack channels directly from your agent workflows using three dedicated workflow blocks:

Workflow Block

What it does

Create a channel

Spins up a new public or private Slack channel as part of any workflow, with your choice of name and visibility

Archive a channel

Safely decommissions a channel when it's no longer needed; archiving an already-archived channel is handled gracefully with no errors

Invite users to a channel

Adds one or more team members to an existing channel using employee records from Harmony

The Archive Slack Channel action automatically joins the channel if Harmony's bot is not already a member before archiving, so the action works regardless of current bot membership. If archiving fails for any reason, the bot leaves the channel to avoid unexpected membership state.

Service Catalog Forms in Slack

You can submit Service Catalog requests directly in Slack using native, interactive form fields. Each field renders as a purpose-built Slack UI component, making it faster and easier to fill out requests without leaving your workflow.

Supported field types

Catalog field type

Slack component

Single choice

Dropdown select

Multiple choice

Multi-select dropdown

Date picker

Native Slack date picker

Text input

Single-line plain text input

Paragraph

Multiline plain text input

User picker

Typeahead dropdown with name and work email

Asset selector

Asset browser dropdown

File attachment

Native Slack file upload

User picker fields

When a form includes a user selector, employees can search for and select colleagues by name or email using a dropdown with typeahead filtering. Each person's display name is shown alongside their work email to help disambiguate common names. Both single-user and multi-user selection are supported, matching how the field is configured in the catalog.

File attachments

You can attach files when submitting Service Catalog forms directly from Slack, giving you a more complete submission experience without leaving the conversation.

Asset selector

Users interacting with Harmony through Slack can browse and select assets from your Service Catalog without leaving the conversation. This brings Slack interactions in line with what is already available on other surfaces.

The asset selector requires the updated Slack app version and will be fully available once the Slack app submission is approved.

Form reliability and constraints

Harmony enforces Slack's field and modal constraints automatically, so forms render consistently and are less likely to fail silently. The following limits are applied:

Element

Limit

Modal titles

24 characters

Submit and close button labels

24 characters

Field labels

2,000 characters

Field hints and placeholders

150 characters

Approval Requests in Slack

When a V3 approval card appears in Slack and you click Deny, a modal opens where you can enter a reason before confirming the denial. Previously, clicking Deny submitted the denial immediately without prompting for context.

The reason modal appears for all V3 Slack approval cards
Submitting the modal sends the denial with your reason attached
The reason is recorded in the workflow output and visible in the resolved reason field
Cancelling the modal leaves the approval in a pending state - no accidental denials

Human Agent Identity in Slack Notifications

When a support agent responds to a ticket from within Harmony, the Slack notification appears under that agent's name and profile photo - making it immediately clear who sent the message, just like a native Slack message.

The agent's profile photo is pulled from their Slack account
If no Slack photo is available, Harmony falls back to their Harmony profile photo
Gravatars are intentionally deprioritized in the fallback order to ensure accurate, personal identity is shown

Live Agent Progress Indicators

While Harmony's Service Desk Agent is working on a request, a live status indicator appears beneath the bot as soon as your message is received. The indicator updates in real time to reflect what the agent is doing at each step:

An immediate acknowledgement appears the moment your message is received
The status updates dynamically, for example: "Searching knowledge base for: legal documentation"
The indicator clears automatically once the agent's final response is ready

User Mentions in Slack

The Service Desk Agent can mention users directly in Slack using @. The agent correctly resolves display names so that mentions are properly recognised by Slack, keeping the right people in the loop.

Mentions are supported in channel conversations handled by the Service Desk Agent. In Slack-based ticket threads, if you ask Harmony to tag or notify someone, it will clearly explain that mentions are not supported in that context and that the request will be added as a ticket comment instead.

Permissions Explained

Harmony requests the following Slack permissions:

Permission

Why we need it

chat:write

To post messages and responses in channels and DMs

channels:read

To list and access channels where Harmony is added

channels:history

To read message history for context and ticket creation

users:read

To identify users and personalize responses

commands

To enable /harmony slash commands

im:write

To send direct messages to users

im:history

To read DM history for ticket context

reactions:write

To add reaction emojis for ticket status (✅ resolved, etc.)

files:read

To access attachments in ticket requests

Harmony's Slack integration now uses an expanded set of approved Slack marketplace scopes to support all current and upcoming Slack-powered features. If you have an existing connection, you may be prompted to re-authenticate. Use the Reauthorize button in Settings → Integrations → Slack to apply updated permissions without reinstalling the app.

Troubleshooting

Harmony doesn't respond to messages

Possible causes:

You need to @mention Harmony in the channel
Harmony lacks permissions in the channel

Solutions:

Ensure you're @mentioning Harmony in the channel
Re-invite Harmony to the channel: Type @Harmony and click Add them

Tickets aren't being created

Possible causes:

Messages don't meet ticket creation criteria
Integration connection expired

Solutions:

Try explicitly creating a ticket with /harmony [your request]
Reconnect the integration: Settings → Integrations → Slack → Reconnect

Slack permissions need to be updated

If you see a message indicating that Harmony requires new or updated permissions:

Navigate to Settings → Integrations → Slack
Click Reauthorize
Complete the OAuth flow in the popup window

You do not need to uninstall the Harmony Slack app. Uninstalling can disrupt your existing support workflows.

Need help? Contact support@harmony.io for assistance with your Slack integration.

Data & Privacy

Key privacy principles

For information about how Harmony handles your data, see our Privacy Policy.

Harmony only accesses channels where explicitly invited
All data transmission is encrypted using industry-standard TLS
Message content is processed to provide AI responses and ticket management
Integration can be revoked at any time from Slack workspace settings or Harmony

PreviousOverview NextMicrosoft Teams

Last updated 8 days ago

Was this helpful?