ChatOps Mirroring (Slack, Teams, Discord, Mattermost, Zulip)

ChatOps connects Salamandr with your organization’s internal chat platform, allowing engineers, product managers, and support agents to collaborate on tickets directly from dedicated chat channels.

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1. Supported ChatOps Providers

• Mattermost (Free in Community & Enterprise)
• Discord (Free in Community & Enterprise)
• Slack (Enterprise)
• Microsoft Teams (Enterprise)
• Zulip (Enterprise)

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2. Two-Way Thread Synchronization

When a ticket is created or updated:

1. A root message is posted to the mapped chat channel (e.g. #eng-cardiology-support).
2. Subsequent discussion in the chat platform thread is captured as Thread Notes in the Salamandr ticket sidebar.
3. Agents can reply to the internal chat thread directly from the ticket without switching applications.
4. @mentions are autocompleted and notified across both platforms.

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3. Configuring Per-Team Channel Routes

Map specific support teams to designated chat channels:

1. Go to Admin Panel → Integrations → ChatOps → [Provider Name].
2. Click Add Channel Route:
   • Support Team: e.g. Cardiology Hardware Support
   • Chat Channel: e.g. #eng-cardiology-support
3. Choose Mirroring Mode:
   • Automatic: Spawns a thread for every ticket assigned to the team.
   • Manual: Spawns a thread only when an agent clicks “Open Chat Thread” in the ticket detail sidebar.

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4. REST API Reference

Post Note to ChatOps Thread from Ticket

POST /api/v1/tickets/{id}/thread-notes
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "body": "Engineering confirmation: Hotfix patch v4.2.1 deployed to ICU subnet."
}

Configure Channel Route

PUT /api/v1/integrations/chat/slack/routes
Content-Type: application/json
Authorization: Bearer <API_TOKEN>

{
  "team_id": "team_cardiology_uuid",
  "channel_id": "C019284710",
  "channel_name": "#eng-cardiology-support"
}