Home

Welcome to the slab wiki!

SLAB, or SLABot, is a Slack application written in Go that is designed to connect Zendesk to Slack and help tech support teams stay on top of SLAs.

SLAB is primarily used for notifications about tickets within Zendesk. These notifications are either about new tickets, ticket updates or upcoming SLA breaches.

This app utilizes version 2 of the Zendesk API.

Based on a value in the configuration, SLAB will make periodic requests to a Zendesk instance and grab the latest updated/created tickets. The app scans these tickets for SLAs that have not been achieved and compares them to configurable time limits. If the SLA is within 3 hours, the app will send a notification with increasing severity until the ticket has been answered, provided the notifications are configured.

The triage assist feature of the app designates a user from your Slack instance as Triager. This person can assume the "Triage Role" and will be notified of any incoming tickets so that they can properly set any appropriate fields and/or be the first line of defense for improving response times.