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Support for ticketing in Slack discontinues

GoTo stops supporting Slack as a ticketing integration platform.

From June 16, 2023, you will not be able to use Slack to create and manage your end users' helpdesk tickets. Instead, you can use the Console or another ticketing integration. Below you find answers to the most frequently asked questions.

How will customers be notified of the change?

Customers will be notified by in-product messaging.

When will the integration be unavailable for download?

The integration will no longer be available for download after June 16, 2023.

Will already configured integrations continue to function after June 16?

No, already configured integrations will cease to be functional after June 16.

What happens to tickets that were created in Slack?

You can still manage your helpdesk tickets directly in the Console. Should you need another integration for your ticketing needs, we recommend using Microsoft Teams or Zendesk.

Where can my end users track their tickets?

End users can use the Customer Portal to view the status of tickets that they created or were created on their behalf. For more information, see About the Customer Portal.

Where can my end users create tickets from now on?

That would be the Customer Portal. To use the Portal, your end users do not need a GoTo product license.

Is there any other ticketing integration that you offer?

Yes. Have a look at Microsoft Teams or Zendesk as a potential replacement for your Slack integration.

Will the Microsoft Teams integration be affected by this change?

No, the Microsoft Teams integration will remain available with some improvements planned for Q3 2023.

Who should I contact with questions or concerns about the change?

You can reach out to the customer support team. See How do I contact GoTo Resolve Customer Support?

Article last updated: 30 May, 2023