LiyaSupport
Integrations

Slack integration

Get ticket notifications in Slack, escalate to channels, and let your team act on conversations without leaving Slack.

5 min read Updated July 2026

The Slack integration connects your LiyaSupport workspace to Slack in two directions: Liya can post notifications to Slack channels, and your team can take limited actions on tickets directly from Slack (view, assign, resolve).

Connecting Slack

1

Go to Settings → Integrations → Slack

Click Connect to Slack.

2

Authorise in Slack

You'll be redirected to Slack's OAuth screen. Select the Slack workspace to connect and click Allow. Liya requests permission to post messages and join channels.

3

Choose a default notification channel

Select the Slack channel where general notifications will be posted (e.g. #support-alerts). You can configure per-rule channels after setup.

Notification rules

Slack notifications are triggered by automation rules. Go to Settings → Automations → Notification rules and create rules with a Post to Slack action:

Example ruleTriggerSlack message content
New urgent ticketConversation created + priority = urgent🔴 New urgent ticket from [customer] — [subject] [link]
VIP customer ticketConversation created + contact tag = 'vip'⭐ VIP ticket from [company] — [subject] [link]
SLA breachSLA.first_response_breached⚠️ SLA breached: [ticket ID] — first response overdue [link]
Negative CSATCSAT.submitted + score ≤ 2📉 CSAT rating of [score] received from [customer] [link]
Escalation triggeredConversation escalated🚨 Escalation: [ticket ID] — [reason] [link]
Knowledge gap detectedknowledge.gap_detected (weekly digest)📚 New KB gap: [topic] — [count] tickets affected

Slack message actions

Slack notification messages include interactive buttons that let your team act on a ticket without opening Liya:

  • View ticket — opens the conversation in Liya
  • Assign to me — claims the ticket and assigns it to the Slack user (if they have a linked Liya account)
  • Resolve — marks the ticket as resolved (with a confirmation prompt)
  • Snooze — snoozes the SLA timer for 1 hour, 4 hours, or end of day
To use Slack actions, each team member must connect their Slack account to their Liya profile under Profile → Connected accounts → Slack.

Slash commands

Once connected, team members can use slash commands in any Slack channel:

  • /liya search [query] — search for a ticket or contact
  • /liya ticket [ID] — view ticket details in a Slack modal
  • /liya status — view current team availability and open ticket count