Integrating with Slack

How to integrate N2 Computing services with Slack for seamless operational workflows. Learn about webhooks, commands, and notification settings.

Overview

N2 Computing services can be integrated with Slack to bring operational data directly into your team's communication channels. This integration allows support teams to query customer information, receive alerts, and access operational views without leaving Slack.

All Slack integrations maintain the same read-only principles as N2 Computing's core services. You can access information through Slack, but all data modifications must still be done through your existing systems and workflows.

Setting Up the Integration

Before you begin, ensure you have:

• Administrative access to your Slack workspace
• N2 Computing services configured and accessible
• Webhook URLs or API credentials from your N2 Computing administrator

Step 1: Install the N2 Computing Slack App

The N2 Computing Slack app provides the interface between Slack and your N2 Computing services. Installation requires:

• Adding the N2 Computing app to your Slack workspace
• Authorizing the app to access specific Slack channels
• Configuring which N2 Computing services to connect (N2CS, Emergix, etc.)

During installation, you'll be asked to specify which channels should have access to N2 Computing queries. This ensures that only authorized channels can access customer data.

Step 2: Configure Webhooks

Webhooks allow N2 Computing to send notifications and alerts to Slack channels. Configure webhooks for:

• Customer alerts (new tickets, account changes, etc.)
• System notifications (service status, maintenance windows)
• Incident alerts (for Emergix integrations)

Webhook Configuration:
URL: https://n2computing.com/webhooks/slack
Channel: #customer-support
Events: customer_alerts, system_notifications

Each webhook is configured with specific event types and target channels. This ensures that notifications are routed to the appropriate teams.

Using Slack Commands

Once integrated, you can use Slack commands to query N2 Computing services directly from Slack:

Customer Lookup Commands

Query customer information using simple Slack commands:

Command Examples:
/n2cs lookup customer@example.com
/n2cs customer 12345
/n2cs orders customer@example.com

Commands return formatted results directly in Slack, making it easy to access customer information during support conversations.

Incident Commands (Emergix)

For Emergix integrations, use commands to access incident information:

Emergix Commands:
/emergix status
/emergix incident INC-12345
/emergix systems

Notification Settings

Configure which notifications you receive in Slack channels:

Customer Alerts

Receive notifications when specific customer events occur (new tickets, account changes, payment issues). Configure filters to avoid notification overload.

System Notifications

Get alerts about system status, maintenance windows, and service availability. These help your team stay informed about operational conditions.

Incident Alerts

For Emergix users, receive real-time alerts about incidents and emergencies. Configure severity levels to control alert frequency.

Query Results

Choose whether query results appear in public channels or are sent as direct messages. This helps maintain privacy for sensitive customer information.

Security and Permissions

Slack integrations maintain the same security standards as N2 Computing's core services:

• Channel-level permissions: Only authorized Slack channels can use N2 Computing commands
• User authentication: All commands are authenticated and logged in the audit trail
• Read-only access: Slack commands can only retrieve data, never modify it
• Data privacy: Sensitive information can be configured to appear only in private channels or DMs

Best Practices

Use Private Channels for Sensitive Data

When querying customer information, consider using private channels or DMs to maintain data privacy and comply with your organization's policies.

Configure Notification Filters

Set up filters to avoid notification overload. Only receive alerts for events that require immediate attention.

Review Audit Logs

Regularly review Slack command usage in audit logs to ensure proper access patterns and identify any training needs.

Keep Credentials Secure

Webhook URLs and API credentials should be treated as sensitive. Never share them in public channels or commit them to version control.

Troubleshooting

Common issues and solutions:

Commands not working

Verify that the N2 Computing app is installed and authorized in your Slack workspace. Check that your channel has been granted access permissions.

Notifications not appearing

Check webhook configuration and ensure the target channel exists and the app has permission to post messages. Verify that notification filters aren't blocking the alerts.

Permission denied errors

Your Slack user or channel may not have permission to access the requested data. Contact your N2 Computing administrator to review permissions.

Next Steps

After setting up your Slack integration:

• Test commands in a test channel before using in production
• Train your team on using Slack commands effectively
• Configure notification settings to match your team's workflow
• Review the N2CS Getting Started guide for query basics