Conclude Solutions: Integrate Slack and Teams and Manage Tickets Seamlessly

Conclude solutions help teams work more efficiently across Slack and Microsoft Teams by solving two common problems: fragmented communication and scattered workflows. But many teams still aren’t sure how Conclude Connect and Conclude Apps differ – and how they work together with Connected Apps.

This guide breaks it down clearly. We’ll explain what each does, how each one works, and the problems they solve. You’ll also see the core features, benefits, and use cases for each solution so you can confidently choose the right fit for your organization.

Here’s a quick overview:

• Conclude Connect – integrates Slack and Microsoft Teams so people can communicate across platforms in real-time, inside or outside their organization
• Conclude Apps – workflow apps for managing tickets, issues, and requests inside Slack or Teams
• Connected Apps – both solutions combined, giving you cross-platform chat and ticketing in a single workflow
• Conclude Bridge (coming soon) – a Slack and Teams integration that connects multiple workspaces at scale, without requiring a new invite for each connection

Conclude Connect

Conclude Connect links Slack and Microsoft Teams so people can communicate across platforms without switching tools. It works for workplace connections across your organization, and for external connections (between your organisation and partners, customers, or vendors).

Whether you need to unify communication across departments or stay connected with external stakeholders, Conclude Connect keeps conversations in one place while each person works from their preferred platform.

“Conclude was exactly the silver bullet we were looking for. When I first saw the solution, I thought there’s no way it could work this easily, but the very first channel I connected worked immediately.”

– Hector Chacon, Technology Change Management Analyst, OneMain Financial

What Conclude Connect Does

Conclude Connect is a Slack and Microsoft Teams integration that syncs messages and activity between both platforms in real time. Once channels or chats are linked, teams can continue chatting and collaborating from their preferred messaging app. There’s no need for duplicate accounts, switching apps, or checking multiple inboxes.

Conclude Connect offers internal and external Slack-Teams bridges for companies that need to connect with their colleagues, clients, or other collaborators. It supports several types of channel and chat links:

• Channel to channel – i.e., Slack to Teams and vice versa, by connecting existing channels or creating new ones
• Teams chat to Slack channel – either connect an existing Teams chat or create a new Teams chat and Slack channel (by choosing team members during setup)

For more information about chatting across Slack and Teams, see our guide How to Chat Between Slack and Teams.

Features of Conclude Connect

Conclude Connect includes a flexible set of configuration options designed to support internal cross-platform communication and external customer or partner collaboration:

• Real-time message syncing between Slack and Microsoft Teams
• Internal and external channel and chat connections
• Flexible settings for bot syncing from Slack to Teams
• Set specific file and attachment policies per connection
• Threaded message syncing on both platforms with admin controls
• Message editing, deletion, emojis, @mentions, and rich text formatting
• Role-based controls for admins and workspace owners
• AI ticket summarization and translation in up to 60 languages
  

Benefits of Conclude Connect

• Reduces context switching between Slack and Microsoft Teams
• Lets users stay in their preferred platform while still communicating with others
• Removes the need for duplicate guest accounts or extra licences
• Improves visibility across departments, partners, clients, and vendors
• Supports faster communication during mergers, external partnerships, and hybrid Slack–Teams environments

Learn more about setting up Conclude for external collaboration here. Learn how to connect Microsoft Teams chats with Slack.

Use Cases for Conclude Connect

Below are the most common scenarios where teams rely on Conclude Connect.

Mergers and Acquisitions

When two organisations use different chat platforms, merging communication can take months. Conclude Connect helps teams collaborate immediately, without forcing either side to migrate tools – and with no extra licenses required.

Agencies, Consultants and External Partners

Agencies, consultancies, and service providers often need to talk to clients on Microsoft Teams while their internal team works in Slack. Conclude Connect removes the back-and-forth by keeping communication on both sides in sync.

Hybrid Slack–Teams Environments

Many organizations run both Slack and Teams due to integrations, legacy workflows, or department preferences. Conclude Connect bridges internal silos so IT, engineering, support, and business teams can work seamlessly together without context switching.

“Conclude is a perfect solution for consulting companies like us – it bridges communication between clients, client success, and internal operations.”

– Shawn He, CEO, Black Compass Digital

Conclude Apps

Conclude Apps are no-code apps for managing tickets, issues, incidents, and requests directly inside Slack or Microsoft Teams. You can use the pre-built app templates or create your own workflow without writing code. Conclude Apps support both internal and external ticketing, depending on the use case, with additional integrations for engineering, product, support teams, and more.

Conclude Apps are available for both Slack and Microsoft Teams, and both integrate with Jira Cloud and Zendesk for issue management and customer support workflows.

What Conclude Apps Do

Conclude Apps centralize ticketing and operational workflows inside your chat platform. Instead of jumping between tools or managing tickets across different systems, users create and resolve tasks and tickets inside Slack or Teams, and everything syncs to the Conclude Dashboard for tracking and reporting.

Teams can use the built-in templates or customise their own app for things like:

• Internal support (IT helpdesk)
• Customer escalations
• Engineering and QA workflows
• Incident management
• Project tracking
• Any operational workflow that needs structure

Features of Conclude Apps

Conclude Apps include a range of ticketing, operations, and workflow options:

• 10 pre-configured templates (bug tracking, helpdesk, support, incidents)
• Conversational ticketing – use an emoji to open a ticket from chat
• Jira Cloud integration with two-way sync for engineering and other workflows
• Zendesk integration for customer support or technical teams
• Conclude Dashboard for metrics and ticket management
• AI for email ticket summarization and translation

Benefits of Conclude Apps

• Handle all your ticketing inside Slack or Teams – no tool switching
• Ability to assign user roles, severity levels, and track important metrics
• Streamline issue tracking with bi-directional sync on Jira Cloud
• Manage external ticketing with Zendesk integrations for Slack and Teams
• Increased visibility and ticket filtering from the Dashboard (records all tickets)
• Support global teams with AI-powered email summarization and translation

Read more about how to set up your ticketing in Slack and Microsoft Teams.

Use Cases for Conclude Apps

Customer Support & Customer Success

For teams that support customers directly from Slack or Teams. Works with the Zendesk integration to sync all customer communication and tickets.

Bug Tracking

Ideal for engineering and QA teams. Tickets can be logged in Slack or Teams, with optional Jira integration and two-way sync for full development workflows.

Incident Management

Structured workflows for outages, service disruptions, and escalations. Activity channels keep collaboration focused and visible.

Project Management

Lightweight, chat-native workflows for managing tasks, deadlines, and project tasks inside Slack or Teams. Stay on top of tasks by marking important chats with a ticket emoji which opens a separate ticket.

Custom App (Marketing, Sales, HR)

Create a fully customized app for internal processes such as onboarding, approvals, procurement, facilities requests, operations, or any other task that requires a repeatable workflow, like marketing tasks.

“Conclude is perfect for high-touch, collaborative support. We can be in Slack with our customers, while still tracking everything in Zendesk."

– Matt Korus, Customer Experience Manager, Etleap

Connected Apps

Connected Apps combines Connect and Apps to make cross-platform ticketing and communication into a single, unified workflow.

This isn’t a replacement for either solution. Teams that only need cross-platform chat will still find Conclude Connect the right fit. Teams that only need ticketing within one platform will still find Conclude Apps to be the right fit. But for organizations that need both – connected channels across Slack and Teams, plus structured ticketing across those same channels – Connected Apps is built for that.

How Connected Apps Works

You can either connect your channels first and then install an app in Slack or Teams, or install an app in your preferred messaging platform first, then connect your preferred channels. This powerful solution works for Slack-to-Slack or Teams-to-Teams workspaces within the same company or a different organization.

In practice, this means two things work simultaneously:

• Your teams can communicate across Slack and Teams in real-time, from whichever platform they prefer
• Tickets, issues, and workflows created in either platform are synchronized, including Jira and Zendesk integrations (no manual pushes required)

Learn more about Connected Apps for unified ticketing across Slack and Teams.

Features of Connected Apps

• Real-time, bi-directional message and ticket syncing between Slack and Microsoft Teams

• Collaborate internally (within your company) or externally (with customers, clients, or vendors) across both Slack and Teams

• Turn chats into tickets across Slack and Teams using an emoji or command

• Integrate with Jira or Zendesk for a deeper workflow and ticket synchronization

• Manage everything from one platform – no need for multiple licences

• Monitor tickets and connected chat activity in the Dashboard

   

Benefits of Connected Apps

• Allows teams to stay in their preferred platform
• Reduces silos and context switching between platforms
• Improves visibility across teams and departments for boosted productivity
• Avoids duplicated ticketing systems – everything in one messaging platform
• Keeps all workflows synchronized, with two or three-way syncing (e.g., Jira)

Use Cases for Connected Apps

Enterprises Using Both Slack and Teams

Enterprises with globally distributed offices or teams often run multiple platforms simultaneously. Connected Apps gives them a single solution to manage both communication and ticketing across Slack and Teams, without forcing a platform migration or creating parallel workflows.

Post-Merger or Acquisition

Even after a merger or acquisition, a full integration isn’t always completed quickly – and teams are often reluctant to change platforms. Connected Apps bridges these tools on both a chat and ticketing level, letting each side keep working the way they’re used to while staying fully connected.

Internal Support Across Platforms

IT helpdesk, bug tracking, and incident management workflows often span multiple teams that aren’t all on the same platform. Connected Apps brings chat and ticketing into one workflow – with Jira integration for engineering and cross-platform visibility for everyone involved.

Customers or Clients on a Different Platform

If your customers or clients use a different messaging platform from your team, Connected Apps bridges the gap without requiring them to get a license or to switch tools. Whether you’re running customer support via Zendesk, managing agency client tasks, or handling external escalations, everything stays in sync across both platforms.

Ready to get started? See the Connected Apps quickstart guide.

Conclude Solutions: Key Takeaways

Conclude Connect, Conclude Apps, and Connected Apps each address different collaboration challenges. Here’s a quick recap for choosing between them:

Use Conclude Connect when your team needs to communicate across Slack and Microsoft Teams without switching platforms. Ideal for large companies, hybrid environments, mergers, or when working with external partners and clients on a different messaging program.

Use Conclude Apps when your team needs structured ticketing and operational workflows inside Slack or Teams. Great for IT helpdesk, customer support, engineering, incident management, and any repeatable process that benefits from streamlined workflows.

Use Connected Apps when your team needs both – real-time communication across Slack and Teams, and ticketing and task management for chats that sync across those connected channels. The best fit for enterprises running both platforms, post-merger environments, cross-platform customer support, and any workflow where chat and tickets need to stay in sync across Slack and Teams.
Interested in seeing how Conclude can work for your organization? Get started free or book a demo for more.

Frequently Asked Questions

What’s the difference between Conclude Connect, Apps and Connected Apps?

Conclude Connect links Slack and Microsoft Teams for real-time communication across both platforms, without switching tools. Best for cross-platform messaging.

Conclude Apps provides no-code ticketing inside Slack or Teams for support, bug tracking, incident management, and more. Best for structured internal or external workflows.

Connected Apps combines both solutions into one – cross-platform chat and ticketing that stay in sync across Slack and Teams. Best for teams that need both.

Is it possible to connect Slack and Teams?

Yes. Conclude links Slack and Microsoft Teams for full chat interoperability so people can collaborate across platforms without switching tools. It supports internal workspace bridging and external organization-to-organization connections, without the need for extra licenses. See the Quickstart Guides for more information on how to get started.

How does Conclude integrate Slack and Microsoft Teams?

Conclude Connect integrates Slack and Microsoft Teams by creating secure, bi-directional links between channels or chats and syncing all messages in real-time. Once a connection is set up, users can stay in their preferred platform while messages, replies, threads, reactions, and edits flow automatically between Slack and Teams.

Admins can configure connections within the same organization or external connections(with customers, partners, or vendors), and manage settings such as attachment policies, message permissions, and bot access. This allows organizations to unify communication across both platforms without requiring duplicate accounts or switching tools.

Can I manage tickets across Slack and Microsoft Teams?

Yes – there are two ways to do this with Conclude, depending on your setup:

If your team works in a single platform (Slack or Teams), Conclude Apps lets you manage tickets using built-in templates or custom workflows, with Jira Cloud and Zendesk integrations available. Tickets are created in threads or branched messages and tracked through the Conclude Dashboard.

If your team or company works on both Slack and Teams, Connected Apps adds full cross-platform ticket synchronization on top of connected channels – so tickets created in Slack are visible and actionable from Teams, and vice versa.