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Admin Creating and Adding to a case via AllVoices App for Slack

AllVoices Support Team
  • Updated

This guide outlines the functionality of the AllVoices - Admin app for Slack. With AllVoices - Admin, you can capture entire Slack message threads and use them to either create new cases or add to existing ones in AllVoices.

Creating New Cases

  1. Click the More actions button on any message in Slack.
  2. Next, click the Create New Case option.
  3. Enter all of the details pertaining to the case at hand.
  4. Next, select the date range of the Slack conversation by inputting the start date and start time, along with the end date and end time.
  5. When you are finished filling out this form, click Submit. You will receive a notification from the AllVoices - Admin app informing you that the Slack conversation has been attached to a case with a URL linking to the case in AllVoices.
  6. Under the Notes and Attachments section on the Case page in AllVoices, you'll find the Slack conversation attached as a PDF. Click the three horizontal dots to download the PDF.

Note: Any attachments created from Slack will be marked with the Slack logo. Cases created from slack will have the source listed as “Slack”.  If Vera is enabled Slack Cases will parse the description provided and route accordingly. If Vera is not enabled, slack cases will route according to issue type only.  Attachments/Slack Conversations will not be parsed by Vera.

 

Adding to Existing Cases 

1. Click the More actions button on any message in Slack     

Screen_Shot_2022-10-12_at_2.40.14_PM.png

2. Next, click the Add to An Existing Issue option

Screen_Shot_2022-10-12_at_2.40.44_PM.png

3. Search for and select the name or ID of the issue from the dropdown menu

Screen_Shot_2022-10-12_at_2.41.16_PM.png

4. Next, select the date range of the Slack conversation by inputting the start date and start time, along with the end date and end time. 

Screen_Shot_2022-10-12_at_2.41.41_PM.png

5. When you are finished filling out this form, click Submit. You will receive a notification from the AllVoices - Admin app informing you that the Slack conversation has been attached to a case with a URL linking to the case in AllVoices.

Screen_Shot_2022-10-12_at_2.42.24_PM.png

6. Under the Additional Information section on the Case Overview page in AllVoices, you’ll find the Slack conversation attached as a PDF. Click the three horizontal dots to download the PDF. Note: Any attachments sent to AllVoices using Slack will be marked with the Slack logo.

If you have any questions or concerns please reach out to your customer success manager or support@allvoices.co

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