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Connect Slack to work tickets where your team already talks. Once connected, your team creates tickets from Slack, and every ticket stays linked to its Slack thread so the conversation flows both ways.

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Connect your Slack workspace

Connecting Slack is an admin action. You do it once per workspace.
1

Open ticket settings

Go to Tickets → Settings → Slack.
2

Connect the workspace

Click Connect Slack. Slack opens so you can authorize the Primo app.
3

Approve the app

Approve the requested permissions in Slack. Slack returns you to ticket settings, which now shows the workspace as connected.
If your workspace was connected before channel subscriptions existed, the connection can’t read channel messages. Open Tickets → Settings → Slack and click Reconnect Slack to grant the missing access.

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Subscribe channels

After connecting, choose which channels feed ticketing under Tickets → Settings → Slack. Add each channel you want Primo to watch. In a subscribed channel, a new message or an @Primo mention creates a ticket. Channels you don’t subscribe are ignored.

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Create a ticket from Slack

You can open a ticket from Slack in three ways: Primo replies in the thread to confirm the ticket. That reply anchors the link between the ticket and the Slack thread.
Primo writes a title and description from the Slack message so the ticket is ready to work without extra editing.

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Keep the conversation in sync

A ticket created from Slack stays linked to its thread, and the conversation syncs both ways:
  • Slack → ticket — a reply in the linked thread becomes a comment on the ticket.
  • Ticket → Slack — when you send a public reply from the ticket with Also send to Slack selected, Primo posts it back to the thread.
Internal notes are never sent to Slack. Only public replies reach the thread, so internal context stays with your team.
Replies sync only inside a thread already linked to a ticket. A new message in the channel starts its own ticket rather than joining an existing one.

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Who messages come from

Primo attributes each Slack message to the right person:
  • If a Slack user’s email matches an employee, Primo records the message as that employee.
  • If no employee matches, Primo records the message as an external requester by email.
  • Messages posted by other apps or bots keep their Slack display name.

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Permissions

  • Connecting Slack and managing channel subscriptions are admin actions in ticket settings.
  • Creating a ticket or replying from Slack is available to anyone who can post in a subscribed channel or thread.

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Disconnect Slack

To stop the integration, go to Tickets → Settings → Slack and click Disconnect. Primo keeps existing tickets; no new tickets or replies come from Slack until you reconnect.