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The Slack integration posts responses to Slack channels as cards. Buttons on a card assign the response, set its status or change its type, and Usertick saves the change as if it were made in the dashboard. Slack is available on the Starter plan and above. Workflows decide which responses Slack receives. Besides those cards, the Usertick app in Slack provides:
  • Threshold alerts: a workflow that posts one message when a number such as NPS crosses a line you set.
  • Scheduled reports: a survey’s results or a dashboard as a PDF report, posted to a channel on a schedule. Scheduled reports require the Pro plan or above.
  • Personal notifications: your own Usertick notifications as direct messages from the Usertick app.
  • Link previews: a small card under a Usertick response link pasted in Slack.
  • The /usertick command: a survey’s NPS or a search of responses from any channel.
  • The Home tab: the organization’s last 7 days in Usertick, inside the Usertick app in Slack.

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Connect Slack

1

Open the Slack integration

In Usertick, go to Settings → Integrations and select Slack.
2

Add the app

Select Add to Slack, select the workspace in the Slack window that opens and select Allow.
3

Check the connection

After the Slack window closes, the connection appears in the list and In Slack shows the state of each feature.
Connecting doesn’t choose a channel, because each workflow step and report selects its own. To connect while you edit a workflow instead, select Connect next to Slack’s Post a message under Add a step.

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Permissions

Usertick requests these Slack permissions and uses each one for a single purpose: If a workspace was connected before some of these permissions existed, its workflows keep posting but the newer features stay off. Settings then shows “Mentions, buttons and link previews require new Slack permissions, which are granted by reconnecting once. Rules keep posting in the meantime.” To grant them, select Reconnect and allow the app again.

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The In Slack panel

Under In Slack, each feature has a row with its state:

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Connect more than one workspace

An organization can connect several Slack workspaces. To add one, select Add connection under Slack and select the other workspace in Slack. A new Slack step starts with the connection the organization used last, or the default connection, and each step can use another one under Connection. Several Usertick organizations can also connect the same Slack workspace.

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Post responses to a channel

In a workflow, add Slack’s Post a message step and fill in its panel. The workflow’s trigger sets when the step runs, and its Only if conditions and If / else steps decide which responses reach it. To post when a number crosses a line instead, see Send threshold alerts.

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Write the message

The message uses Slack’s formatting: *bold*, _italic_ and links written as <https://example.com|label>. The default message is:
Insert field adds answers, response details, AI fields or respondent details. Usertick escapes the values it fills in, so an answer can’t add a link or a mention. A message longer than 3,000 characters is cut and ends with ”…”.

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What the card shows

From top to bottom, a card shows:
  • The people and groups selected under Mention.
  • The message.
  • The country and the page the response came from.
  • After someone acts on the response, its state, such as “Planned · Assigned to Maya Lin · Bug”, and one line per action, such as “Maya Lin marked it Planned”, with the time in each reader’s own time zone. The card keeps the last 5 action lines.
  • The buttons. Open response is always included and opens the response in Usertick. The buttons selected in the step follow: Assign to me, Planned with a menu of more actions, and a Change type list.

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Group a day’s responses in one thread

With Day as one thread, the first response of the day starts a message with the survey and the date, such as “Checkout feedback · Wednesday, September 16”, and a count such as “3 responses so far”. Each later response that day is posted as a card in the thread, and the count goes up. Each workflow and channel has its own thread. The day follows the time zone in the profile of the organization’s owner, or UTC when the owner hasn’t set one.

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Test the step

During a workflow’s Test run, the Slack step posts a card to the channel immediately, marked “[Test]”, using the survey’s latest response or a sample response. A test never joins the day’s thread. A test card for a sample response keeps its buttons, but selecting one shows “The test used a sample response, so there is nothing to update. The buttons work on real responses.” See Test a workflow.

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Choose a channel

The Channel list shows public channels and the private channels that include Usertick. Archived channels aren’t listed. Usertick can post to any public channel without an invite. To post to a private channel, invite @Usertick to it in Slack first.

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Act on a response from Slack

Each button acts in Usertick as the person who selected it, with that person’s permissions, and the change appears in Usertick under their name. Using the buttons requires a linked Slack account and the Manage responses permission. Without that permission, Slack shows “This action requires permission to manage responses in Usertick.”
  • Assign to me assigns the response to you. The button then changes to Unassign, which removes you again.
  • Planned sets the status to Planned, and the button then changes to Resolved. After the response is resolved or archived, the card has no status button.
  • The menu next to the status button contains In progress, Resolved, Archive and Star. A star is personal: Slack shows only you “You starred this response.”, and the card doesn’t change. Selecting Star again removes the star.
  • Change type opens a list of types: Bug, Idea, Complaint, Question and Praise.
Buttons only move a status forward. Each button acts on the response as Usertick holds it now, so an older card catches up when someone uses it:
  • If the response already has that status, Slack shows “This response is already Planned.”
  • If the response has moved further in Usertick, Slack shows “This response is already Resolved in Usertick. To change the status, open the response there.”
  • If you select Assign to me while assigned, Slack shows “You are already assigned to this response.”
Replies to a button are visible only to the person who selected it. After a change, the card updates for everyone in the channel. If the organization’s plan no longer includes Slack, posted cards stay in Slack, and a button shows “Your plan doesn’t include this integration. To use it, upgrade your plan in Usertick.” Usertick needs to know which member selected a button. Most members are linked without doing anything:
  • By email. The first time you select a button, Usertick reads your Slack profile email. If Slack confirmed the email and it belongs to a confirmed Usertick account that is a member of the organization, the accounts are linked automatically.
  • With a link. Otherwise, Slack shows only you “To act on responses from Slack, link your Usertick account once.” with a Link my account button. The button opens Link your Slack account in Usertick, which names the Slack workspace, the Usertick organization and your Slack user. Select Link account to finish.
  • From Usertick. In Settings → Preferences, Connect on the Slack row links your account when a user of the connected workspace has the email address of your Usertick account and Slack confirmed it. See Notifications.
Each link works once and expires after 15 minutes. The Home tab and /usertick offer the same link to someone Usertick doesn’t know yet. In Settings → Integrations → Slack, the People row shows how many members are linked. See who lists them, each marked Matched by email or Linked from Slack. Unlink in a row’s menu removes the link, and buttons that person selects in Slack stop acting as them until they link again. Members can unlink themselves, and members who can manage the organization can unlink anyone.

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Send threshold alerts

A workflow can post to Slack when a number crosses a line instead of on each response. Set its Starts to When a number crosses a line, set the number and the line in the trigger’s panel, and add Slack’s Post a message step. Alert when a number crosses a line lists the settings, such as NPS that Falls below 30 over The last 7 days. Usertick checks the number every hour. NPS, averages and shares are evaluated only after the window has 30 responses. An alert is a single message with your text and an Open results button that opens the survey’s results. An alert has no response buttons, never joins a daily thread and has no Only if conditions. The default message reads like this:
When the number recovers, the headline reads like “NPS is back above 30 on Checkout feedback”. The Alert group in Insert field contains Headline, Detail line, Current number, Previous period number and Link to the results. A Test run measures the number as it is now and posts only when the number is past the line, unless you select Run anyway.

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Scheduled reports

A scheduled report can post to a Slack channel instead of sending email. In Settings → Scheduled reports, select New report, set Send to to Slack channel and select the Channel. If more than one Slack workspace is connected, select the Slack workspace first. On each scheduled send, Usertick posts one message with the report’s name, the organization, the survey or dashboard it covers and the period, and the headline numbers of its PDF with their change from the period before. Download the PDF opens the report’s PDF after signing in to Usertick and works for 30 days; the PDF shows the data the role of the person who opens it can see. Open in Usertick opens the page the report covers. In the reports list, the report shows the Slack logo and the channel. If a report can’t be posted, the report’s Send history says why, and the next period sends as usual. Scheduled reports require the Pro plan or above. See Scheduled reports.

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Get your notifications in Slack

Your own Usertick notifications can arrive as direct messages from the Usertick app. In Settings → Preferences, the Notifications section has a Slack row with the same options as the other channels. The row starts at Off for every notification type. Select Everything, or select Custom to choose types under Choose what Slack sends you. Each message shows the notification’s title in bold, its text and an Open button. The row becomes available after your Slack account is linked in the organization you are viewing. Until then it shows “To link your Slack account, select any button on a Usertick message in Slack.” When someone pastes a Usertick response link in Slack, Slack shows a small card under it with the survey name as a link, the first written answer (up to 200 characters, or “No written answer.”), and then the score, type, status and assignee, such as “NPS 3 · Bug · Planned · Assigned to Maya Lin”. The preview appears only when the person who pasted the link could open it in Usertick: their Slack account is linked or matched by email, and they can view surveys in the organization that owns the response. Other links stay plain links. Answers to contact questions never appear in a preview.

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Use the /usertick command

The /usertick command works in any channel or conversation, and only you see its answer. An answer with numbers or responses has a Share in channel button, which posts the same answer for everyone with “Shared by” and your name. The button works for 30 minutes. After that, it shows “This result expired. Run the command again.” The command requires a linked Slack account and the View surveys and results permission. If your account isn’t linked, the answer is “To use /usertick, link your Usertick account once.” with a Link my account button. The command reads only what you could see in Usertick.

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Use the Home tab

The Usertick app’s Home tab in Slack shows a linked member Last 7 days at and the organization’s name, followed by:
  • Responses over the last 7 days with the change, and Waiting for triage, which counts open written responses from the last 7 days that aren’t assigned to anyone.
  • Assigned to you: up to 5 open responses, each with an Open button.
  • Your surveys: up to 10 live surveys, each with its count in the last 7 days.
  • Under either list, when it holds more than it shows, how many there are in all, such as “5 of 23 are shown here.”, with See all of them in Usertick.
  • An Open Usertick button.
Someone Usertick doesn’t know yet sees Link your Usertick account instead. If several Usertick organizations connected the same Slack workspace, the Home tab and /usertick use the organization that connected the workspace first, among those where you are linked and can view surveys.

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Limits and retries

  • Each Slack connection posts workflow messages at most once a second. When responses arrive faster, messages wait their turn and post a little later.
  • When Slack asks Usertick to slow down, the message waits as long as Slack asks and then tries again. Waiting doesn’t count as a failed attempt.
  • When Slack doesn’t answer or has a temporary problem, Usertick tries again after 30 seconds, 2 minutes, 10 minutes, 1 hour and 6 hours.
  • A workflow whose runs fail 20 times in a row is paused, and members whose role has the Manage workflows permission receive “A workflow was paused”. After fixing the step, select Turn on. See When a step fails.
A workflow’s Activity lists its runs from the last 30 days, with Retry on a failed one.

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Disconnect Slack

Disconnect in the connection’s menu removes the connection. Workflow steps and reports that use it stop sending until another connection is assigned to them. A button on a card the connection posted then shows “This workspace is no longer connected to Usertick.” Linked accounts are kept, so members don’t need to link again after a reconnect. Disconnecting doesn’t remove the Usertick app from the Slack workspace. If the app is removed in Slack, or Slack revokes Usertick’s access, the connection shows Revoked, and members whose role has the Manage integrations permission receive a “Slack was disconnected” notification. To continue, select Reconnect in the connection’s menu.

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Troubleshooting

  • The channel isn’t in the list. The channel is private and doesn’t include Usertick. Invite @Usertick to the channel in Slack, then open the list again.
  • A run failed with a Slack error such as Slack: channel_not_found or Slack: is_archived. The channel was deleted, archived or made private without Usertick in it. Select another channel in the workflow’s Slack step, then publish the workflow.
  • “Mentions, buttons and link previews require new Slack permissions, which are granted by reconnecting once.” The connection is older than these features. Select Reconnect under Slack in Settings.
  • “To act on responses from Slack, link your Usertick account once.” Slack has no confirmed email for you, or the email matches no member of the organization. Select Link my account.
  • “This link has expired. To get a new one, select a button on a Usertick message again.” A link works once and expires after 15 minutes. Select a button on a card again to get a new link.
  • “Your Usertick account can’t take actions from Slack right now.” The linked Usertick account is deactivated, is no longer a member of the organization, or was suspended because of the plan’s member limit. A suspended member can act again once restored. See Members suspended by the plan.
  • “This workspace is no longer connected to Usertick.” The connection that posted the card was disconnected or revoked. Reconnect Slack in Settings.
  • “The action couldn’t be completed. Try again in Usertick.” The change didn’t go through. Open the response in Usertick and make the change there.
  • The Slack row in notification preferences is unavailable. Your Slack account isn’t linked yet. Select any button on a Usertick card in Slack.
  • A pasted link shows no preview. Your Slack account isn’t linked, you can’t view that survey, or Link previews shows Needs reconnect in Settings.