E-mail has its own page: Connecting e-mail. This page covers Slack and Microsoft Teams.
What chat gives you
| What | Slack | Microsoft Teams |
|---|---|---|
| Report work: the bot proposes an issue, which is created once someone clicks Create issue | Yes | Yes |
| Ask about existing tickets (status, owner, history) | Yes | Yes |
| Follow-up requests ("create a ticket for this", "send the answer to the customer"), always behind a confirmation card | Yes | Yes |
| Approval requests you can decide from the channel | Yes | Yes, with limits (no evidence window, no compact retry card) |
| Progress updates on running work | Yes | Not yet |
Chat messages do not appear in the Inbox; the Inbox is for e-mail. A report in chat becomes an issue directly after confirmation.
The bot only reacts to the /fix command, a mention of the bot, a direct message, or a reply in a thread it already works in. Ordinary channel messages are ignored.
Connecting Slack
Who: an admin or manager of your organization.
- Go to Settings → Channels → Slack.
- Choose Connect with Slack (recommended): Slack issues the bot token directly to FixControl.
- Pick the workspace and approve the requested permissions.
- Use Send test to post a test notification.
The page also accepts a bot token and signing secret from a Slack app you manage yourself, together with the endpoints and scopes that app needs. Use that route only if your organization does not want to install FixControl's app; your FixControl contact can help.
Then attach channels to projects: in the project under Connections → Add chat channel, choose the channel and what it does there — new requests, progress updates, or approval requests.
Connecting Microsoft Teams
Who: an admin or manager of your organization.
Teams uses a bot registered in Microsoft's Bot Framework. Go to Settings → Channels → Microsoft Teams and fill in the Microsoft Entra tenant ID, the Bot App ID and Bot App password, the service URL and the default conversation. Your FixControl contact helps with the bot registration. Then attach Teams channels to projects under Connections → Add chat channel, just as with Slack.
Linking chat accounts to FixControl users
FixControl needs to know who someone in chat is before they can do more than read along.
- The person types
/fix link(in Teams:link). The bot replies with a single-use link that expires after 10 minutes. - They open the link while signed in to FixControl and confirm. Their chat account is now verified: they can report work, ask about tickets and follow progress.
- To let them decide approvals from chat, an admin elevates the account under Settings → Channels → Slack (or Teams), in the identity bindings panel.
An elevated account can only decide what that person's role in this workspace allows, at the moment of clicking. A card button that opens a link asks the person to be signed in to FixControl; the link alone proves nothing. Ticket details are shown in full only in a private channel or direct message, to a verified account; elsewhere answers are kept customer-safe.
Requests the bot understands
- "Can you create a ticket for this?" — after the bot answers a question, it proposes a ticket in the thread. It is created only when someone clicks Create issue.
- Several things in one sentence — "create a customer Acme Ltd with info@acme.com and send the answer" becomes one card with numbered steps. One click runs exactly those steps. Anything that cannot be done is left out before the card appears.
- "…and send it to the customer" — the answer is always staged as a reply that needs approval, never sent directly. In Slack an approval card appears in the channel; in Teams the bot points to Approvals in FixControl.
- No ticket linked? The answer is staged as a direct customer e-mail through the same approval. The recipient comes from the request, the thread, or the customer linked to the issue if that customer has exactly one address; otherwise the bot asks which address.
- "Link customer … to this ticket" — creates or finds the customer and contact and links them to the issue. On a linked Freshdesk ticket the requester is updated; on Jira Service Management this is not possible, and the bot says so.
- Importing an existing ticket — you can import an existing Jira or Freshdesk ticket into FixControl through the card.
- Something missing? The bot asks one targeted question instead of asking you to rephrase.
Where a project has Let AI interpret chat messages switched on, the bot understands free-form phrasing more often; the confirmations stay the same. See Projects.
When it does not work
| What you see | What it means | What you do |
|---|---|---|
| The bot does not react to a message | It only reacts to /fix, a mention, a direct message or its own threads. | Mention the bot or use /fix. |
| "Sending messages to this app has been turned off" in Slack | The messages tab of the app is off. | Ask your Slack admin, or reconnect with Connect with Slack. |
| A person is asked to link their account | Their chat account is not linked yet. | Have them run /fix link. |
| A decision from chat is refused | The account is not elevated, or their role in this workspace may not decide. | Elevate the account, or have someone with the right role decide. |
| No progress updates in Teams | Not available for Teams yet. | Follow progress in FixControl. |
The status of each connection is shown per capability under Settings → Channels, never as one blanket "connected". A failed delivery is retried and, if it keeps failing, shown on the connection and reported to admins.
FAQ
Can we use Slack and Teams side by side? Yes, they are independent.
Can the bot answer customers in Slack on its own? Questions about existing tickets are answered directly. Anything that goes to a customer is staged and waits for approval.
What about WhatsApp? WhatsApp is on the roadmap and not available yet.
See also: Connecting e-mail · Approvals · Users & identity