How to Manage Vultr Support Tickets in Slack with the Vultr App
The Vultr App connects your Vultr support tickets to your Slack workspace, so your team can create, track, and reply to support requests without leaving Slack. It uses the /vultr slash command for most actions and posts updates to a channel of your choice when support replies to a ticket or its status changes.
This guide explains how to install and use the Vultr App to manage support tickets from your workspace. It covers installation, user linking, workspace setup, and working with tickets, and includes a full /vultr command reference, notification behavior, and troubleshooting.
Prerequisites
Before you begin, ensure you have the following:
- A Vultr account. The Vultr user you link must have support ticket access, or the app's ticket commands will not work.
- A Slack workspace where you can install the app.
- Slack workspace admin permissions for installation and setup. Any member can link a Vultr user and use tickets after setup is complete.
Roles and Access
Any member can use ticket commands after linking their own Vultr user. Installation and workspace setup require a Slack workspace admin.
Install the Vultr App
Install the app with the Add to Slack button below. A workspace admin installs it for the whole workspace and approves the permissions it needs to run slash commands, post messages, and read the channel, file, and user data it works with.
Click Add to Slack to start the installation.
Sign in to the target workspace if prompted.
Review the requested permissions and click Allow.
After installation, the installer receives a welcome message with the next steps.
Link Your Vultr User
Each person links their own Vultr user. The linked user determines which tickets you can view and act on.
In any channel where the app is available, run the link command.
TEXTClick Authorize with Vultr, sign in, and approve access.
The authorization link expires after about 10 minutes. Run /vultr link again if it does.
Complete the Workspace Setup
A workspace admin runs a one-time setup that sets the notification channel and ties the workspace to their linked Vultr account. Tickets created from Slack use this account.
Link your own Vultr user if you have not already done so.
TEXTOpen the channel where your team wants support alerts, such as
#supportor#vultr-alerts.Invite the Vultr App to that channel.
Set the current channel as the notification channel.
TEXTConfirm the setup. The output shows the workspace account, notification channel, and your link.
TEXT
Note
Run /vultr notify in a public or private channel, not in a direct message with the bot. Direct messages cannot be used as notification channels.
Switch the Workspace Account
The workspace connects to a single Vultr account. To switch it to a different account, a workspace admin re-links and applies the change. This is only needed when the connected account changes, not during installation.
As a workspace admin, link the Vultr user for the new account.
TEXTSet the workspace account to your newly linked account.
TEXT
Note
After the account changes, every other member must run /vultr link again, because their previous link no longer matches the workspace account.
Create a Support Ticket
Open a Vultr support ticket from Slack in three ways. The form, opened with /vultr ticket create or the Create Vultr ticket shortcut, accepts attachments in PDF, PNG, and JPEG, while the one-line command creates a ticket directly from text.
Form: Run
/vultr ticket createto open a form for the subject, description, optional attachments, and an optional severity. If your account defines custom severities, the form lists only those. Otherwise, it lists four default levels:- Critical Service Disruption
- Major Service Degradation
- Minor Service Impact
- No Service Impact
Shortcut: Click the Run shortcut button (the
/icon) below the message box, then select Create Vultr ticket. It opens the same form as/vultr ticket create.One-line command: Provide the subject and description in a single command, separated by a pipe (
|) character. This method does not set a severity.TEXT
Creating a ticket, whether from Slack or elsewhere, immediately posts a message to the notification channel. This message becomes the thread parent for that ticket, and every later update posts as a reply in the same thread.
View and Manage Support Tickets
After a ticket exists, you can list, view, reply to, and resolve it from Slack. Ticket references look like ABC-12DEF. Copy the reference from a notification or the ticket list.
List Tickets
Use the ticket list to find a reference number or check status without opening each ticket individually.
List your open tickets as an interactive list with per-row View and Reply actions. It shows up to 10 tickets.
TEXTList all tickets, including closed ones, with their current status.
TEXTAppend
textto any list command to return plain text without interactive buttons.TEXT
View a Ticket
Viewing a ticket in Slack shows a quick summary without opening the full thread in the Vultr Console.
View a ticket summary and its last 3 replies. The output is visible only to you. Open the ticket in the Vultr Console to read the full thread.
TEXT
Reply to a Ticket
Reply to a ticket the same way you created it, either through a form or a single command.
Open a reply form that supports optional attachments.
TEXTSend a text-only reply immediately by including the message in the command.
TEXT
Whether you reply with the command above or with the Reply in Slack button on a notification, a confirmation summarizing your reply posts into the ticket's thread in the notification channel.
Resolve a Ticket
Resolving a ticket tells support the issue is fixed while leaving it open briefly in case it reopens. Mark a ticket resolved after the issue is fixed.
TEXT
A resolved ticket closes automatically after 4 days with no new activity. Reply to the ticket before then if the issue reopens.
Ticket Notifications
The app posts ticket activity to the channel set with /vultr notify. Notifications cover meaningful ticket lifecycle events, not every automated message. All updates for a given ticket post as replies in a single thread, starting with the thread parent posted when the ticket was created.
- Ticket created: Posted immediately when a ticket is opened, whether from Slack or another source. This message starts the ticket's thread.
- New reply from Vultr support: Posted in the ticket's thread, with a Reply in Slack button so you can respond without leaving the channel.
- Ticket status changes: Posted in the ticket's thread when a ticket is waiting for your feedback, marked resolved, closed, or reopened.
Note
If the app cannot find the stored thread for a ticket, it posts the next notification as a new top-level message in the notification channel instead, and that message becomes the ticket's thread going forward.
Message Privacy and Visibility
The app controls who sees ticket details in a channel.
- Most
/vultrcommand output is ephemeral, so only you see it in the channel. - Channel notifications, such as new tickets, staff replies, and status changes, are visible to everyone in the notification channel, posted as replies in the ticket's thread.
- When you reply to a ticket, a confirmation summarizing your reply posts into the ticket's thread so the team can see the action was taken.
Slash Command Reference
All commands start with /vultr. Run /vultr or /vultr help to display the full list at any time.
Workspace and Account Commands
Support Ticket Commands
Troubleshoot Common Issues
Resolve the most common problems with the following steps.
"This Slack workspace is not connected to Vultr"
The app is not installed, or the workspace is inactive. Ask a Slack workspace admin to install the app.
Ticket Commands Report "Not Linked"
Run /vultr link and complete the Vultr authorization. If commands still fail, run /vultr status to check your session, which may have expired, then link again.
"Your Linked Account Does Not Match This Workspace"
Your Vultr account differs from the workspace account. Either run /vultr link to connect the workspace's account, or ask an admin to run /vultr update-account to make your account the workspace default.
Notifications Do Not Appear
Confirm the following:
- An admin ran
/vultr notifyin the intended channel, not in a direct message with the bot. - The Vultr App is a member of that channel.
- The channel is a public or private channel, because direct messages cannot receive notifications.
Run /vultr status to confirm that notifications point to the correct channel.
The Ticket Form Does Not Open
If /vultr ticket create does not open the form, run /vultr status and link again if your session expired. You can also create a ticket in one step with /vultr ticket create Subject | Description.
Ticket Not Found or Invalid Ticket Number
Use the exact reference, for example ABC-12DEF. Copy it from the ticket list or a notification.
Attachment Upload Fails
Supported attachment types are PDF, PNG, and JPEG, with up to 10 files of 40 MiB each. If an upload fails, try a smaller file or send a text-only reply with /vultr ticket reply ABC-12DEF your message.
Admin-Only Commands Are Rejected
The /vultr notify and /vultr update-account commands require Slack workspace admin permissions. Ask a workspace admin to run them.
Conclusion
You have installed the Vultr App, linked your Vultr user, set up the workspace, and used the /vultr command to create, view, reply to, and resolve support tickets from Slack. Ticket updates post as threaded replies in your chosen notification channel, keeping your team aligned without switching tools. For the full ticket history and account management, see the Vultr Console.
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