This guide will walk you through getting started with Conclude Apps for customer support and ticketing (available in Slack) from the Dashboard, our web-based UI.
Start here
In this guide we will cover:
- How to sign up for an account
- Getting started from the Dashboard
- Installing a Conclude app
- Configuring a Conclude app
- Creating your first activity
- Editing your first activity
Step 1: Sign up for an account
To get started, select Sign Up at the top of this page to get started and follow the prompts. If you see Home instead, it means that you have already added Conclude to your Slack workspace (go to Step 2).
💡 Tip: If you cannot add Conclude to your Slack workspace, check with your team admin.
Once you select Sign In you should see the following:
After selecting Allow, you will be automatically directed to the Conclude Dashboard.
Step 2: Getting Started from the Dashboard
The Dashboard is your mission control center. The sidebar contains different sections, including Get Started and Settings.
The Get Started section allows you to choose and enable different Conclude solutions. When you first land on the Dashboard, you will be directed here.
Explore the sidebar:
- The sidebar contains different sections, including Get Started and Settings
- The Get Started section allows you to choose and enable Conclude solutions
Enable Conclude Apps:
- To enable Conclude Apps (customer support and ticketing) toggle the switch in the upper right corner of the box
Settings Overview:
- User Settings: Manage your personal information
- Admin Settings: Access account settings and configure admin roles
Step 3: Installing a Conclude app
After enabling Conclude Apps (customer support and ticketing), Apps will appear in the sidebar. Navigate to this section to install and manage your apps.
Conclude Apps (customer support and ticketing) is intended for communication with external customers, so you will need to have a shared customer channel ready in Slack for the app installation.
If you do not have a shared customer channel, follow the steps below to create one. If you already have a shared customer channel in Slack, you can skip this step and just install the app in the shared channel.
How to create a shared channel and invite external users:
Create a shared channel:
- Open Slack and log in to your workspace
- Click the plus icon next to Add external people in the sidebar
- Select Create a channel
- Name your channel and adjust the settings to public or private
- Click Create
Invite external users using Slack Connect
- After creating a shared channel, enter the relevant email addresses and follow the prompts to send invitations
- Once the invitations are accepted, they will be added to the shared channel
Invite external users as individual guests
- If you prefer to invite single guests instead of using Slack Connect, click on the channel name to open the channel details
- Go to Members and click Add people
- Enter the email addresses of your external users and select Invite as guests
- Follow the prompts to complete the invitation process
💡 Tip: For each customer or external user group, we recommend using a different channel. Everything that happens in the channel is visible to all members.
After creating a shared channel in Slack, return to the Conclude Dashboard and continue with the installation of the app. During installation, select the shared customer channel you have created in Slack.
Install the app in a shared channel
Navigate to the Apps section in the sidebar and click the Install app button in the upper right corner to begin. Follow the prompts, select the app (we are using the Support app in this example) and click Setup.
Next, select the shared customer channel where you want to install the app and click Install.
Step 4: Configuring a Conclude app
Access the app settings:
Go to the Apps section of the sidebar and click the Edit (pencil) icon on the far right side to access the Settings options.
This will open the Settings for the selected app.
Customize your settings:
Under Settings for each Conclude app, there are 10 different tabs where you can configure and define an app’s behavior.
- General settings is where you can configure the app’s name, enter a short description, and determine who has access, among other things
Important: Set the configuration to “thread” for communication with external companies to keep your UI organized; each new activity to be opened as a new thread instead of a new channel.
- Roles and responsibilities allows you to assign an owner, specify which people and channels will be invited, and which channels will receive notifications
- Review settings lets you decide who should review incoming issues, incidents or bugs and set up any exclusion criteria
- Attribute fields lets you configure existing attributes or add new ones
- Severity settings is where you can enable and configure severity levels (useful for tracking incident metrics)
- Text settings allows you to customize different text fields, including the Launch button and Owner label
- Email settings are configurable to allow people from outside your team or organization to send emails directly to the app. You can also find the settings related to AI email summarization and translation within this tab.
- Jira settings is the place to connect to Jira and configure your projects with Conclude
- Expert is where you can view or edit the YAML source code of any app
- Delete app lets you permanently delete an installed app
Step 5: Creating your first activity
In this example, anyone who is a member of the #wave-support channel can open a ticket. Tickets can be opened from both the Dashboard and Slack.
Open a ticket from the Dashboard:
Navigate to the Apps section shown in the sidebar, select the app you want to launch (e.g. Support), and click the New ticket button.
Launch the app and provide your team with more details. Submit the ticket (you can edit and add more details later).
What happens next?
- An alert is sent to the channel (e.g., #wave-support)
- An activity thread is created. Other tickets created from the primary channel will get their own dedicated threads
- Everyone from the #wave-support channel can see the new activity
Open a ticket from Slack:
To open a ticket from Slack, mark the comment in the main channel with the ticket emoji. This will open a new ticket as a thread.
Step 6: Editing your first activity
Edit a ticket from the Dashboard:
Navigate to the open ticket (card). Click the three dots in the upper right-hand corner and select Edit to make any changes, including the severity level, or who the ticket is assigned to.
Edit a ticket from Slack:
From Slack, click on the Edit button in the ticket that is shown as a threaded activity (see above image) to make any changes.
Optional Zendesk integration
Connect Zendesk:
- Open the shared channel in Slack where you want to integrate Zendesk
- Type the command /c zendesk connect <your-zendesk-subdomain> in the Slack channel
- It will take you through a Zendesk approval process. Follow the prompts to authorize and link your Zendesk account
When you connect the channel with your Zendesk project, you will be able to open tickets from Slack and sync them bi-directionaly with Zendesk.
