Installation

Step-by-step guide to install and configure the Slack integration

Installation overview

1. Enable Slack source on Thena

   Authorized users can enable the Slack source through the Thena platform with a single click.

2. Install Thena app on Slack

   A Slack workspace administrator needs to install the Thena app in your Slack workspace.

Organization and team structure

The Slack integration in Thena follows a hierarchical structure that provides flexible workspace management and team-level access control.

Connection rules

Workspace connections

• One Slack workspace can be linked to only one Thena organization
• One Thena organization can connect to multiple Slack workspaces
• Supports both standard Slack workspaces and Enterprise Grid workspaces

Channel mapping

• One Slack channel can be accessed by multiple Thena teams
• One Thena account can be mapped to multiple Slack channels
• One Slack channel can only be mapped to one Thena account

Workspace connections

A single Thena organization can connect to multiple Slack workspaces (including Enterprise Grid workspaces), enabling centralized management of all your Slack interactions.

Organization level

• Slack workspaces are connected at the organization level
• Organization admins can manage workspace connections
• Multiple workspaces can be connected to one Thena organization
• Supports both standard Slack workspaces and Enterprise Grid

Team level

• Teams can be granted access to specific Slack workspaces
• One team can access multiple Slack workspaces
• Multiple teams can share access to the same workspace
• Teams configure their own channel settings and preferences

Access management

Workspace sharing

• Grant workspace access to specific teams
• Teams operate independently within shared workspaces
• Flexible 1:1 or many-to-many relationships

Channel configuration

• Teams set up their own channel mappings
• Independent channel monitoring
• Team-specific automation settings

After a workspace is connected at the organization level, teams must be explicitly granted access before they can configure and use the integration.

Permissions and scopes

Slack workspace permissions

The Thena app requires the following permissions in your Slack workspace:

Channel permissions

• channels:history - View messages and other content in public channels where Thena app is added
• channels:join - Join public channels in a workspace
• channels:manage - Manage public channels where Thena app is added and create new ones
• channels:read - View basic information about public channels in a workspace
• groups:history - View messages and other content in private channels where Thena app is added
• groups:read - View basic information about private channels where Thena app is added
• groups:write - Manage private channels where Thena app is added and create new ones

Message permissions

• chat:write - Post messages in approved channels & conversations
• chat:write.customize - Send messages as @Thena with a customized username and avatar
• im:history - View messages and other content in direct messages where Thena app is added
• mpim:history - View messages and other content in group direct messages where Thena app is added
• mpim:read - View basic information about group direct messages where Thena app is added
• mpim:write - Start group direct messages with people

User permissions

• users:read - View people in a workspace
• users:read.email - View email addresses of people in a workspace
• team:read - View the name, email domain, and icon for workspaces where Thena app is connected
• usergroups:read - View user groups in a workspace
• usergroups:write - Create and manage user groups

Other permissions

• commands - Add shortcuts and/or slash commands that people can use
• emoji:read - View custom emoji in a workspace
• files:read - View files shared in channels and conversations where Thena app is added
• files:write - Upload, edit, and delete files as Thena app
• reactions:read - View emoji reactions and their associated content in channels where Thena app is added
• reactions:write - Add and edit emoji reactions

Slash commands

The integration adds the following slash commands to your workspace:

/ticket

Create a new ticket directly from Slack using an interactive form

Event subscriptions

The app subscribes to various Slack events to maintain synchronization:

Channel events

• Channel creation, deletion, and updates
• Archive and unarchive events
• Channel sharing status changes
• Member join/leave events

Message events

• Messages in channels where Thena app is added
• Reaction additions and removals

Team events

• User profile changes
• User status updates
• Team membership changes
• User group updates

Thena platform permissions

The Slack app on Thena requires these platform permissions:

Required scopes

Ticket permissions

• ticket:read - View tickets
• ticket:write - Create and update tickets
• ticket:comment:read - View ticket comments
• ticket:comment:write - Add and edit comments
• ticket:comment:reaction - React to comments

Account permissions

• account:read - View account information
• account:write - Manage accounts
• account:note:read - View account notes
• account:note:write - Manage account notes
• account:activity:read - View account activities
• account:activity:write - Record account activities

Contact and user permissions

• contact:read - View contacts
• contact:write - Manage contacts
• user:read - View user information
• user:write - Manage users

Emoji permissions

• emoji:read - View emoji reactions
• emoji:write - Add and manage emoji reactions

Event subscriptions

Ticket events

• ticket:created - When a new ticket is created
• ticket:updated - When ticket details are updated
• ticket:status:changed - When a ticket’s status changes
• ticket:assigned - When a ticket is assigned
• ticket:priority:changed - When a ticket’s priority changes
• ticket:comment:added - When a comment is added to a ticket
• ticket:comment:updated - When a comment is updated
• ticket:comment:deleted - When a comment is deleted

Comment reactions

• ticket:comment:reaction:added - When a reaction is added to a comment
• ticket:comment:reaction:removed - When a reaction is removed from a comment

Account and contact events

• account:created - When a new account is created
• account:updated - When account details are updated
• customer:created - When a new customer is created
• customer:updated - When customer details are updated

Verification and testing

After installation, verify the integration is working:

1. Check connection

   Verify the connection status in your Thena dashboard

2. Test slash command

   Try creating a test ticket using the /ticket command

3. Verify permissions

   Ensure the app has joined necessary channels

Troubleshooting

If you encounter issues during installation:

Common issues

• Insufficient Slack permissions
• Missing channel access
• Authentication errors
• Event delivery failures

Solutions

• Verify administrator access
• Check channel memberships
• Review permission scopes
• Validate webhook URLs