First you connect ConnectWise to Chatgenie, then Slack to Chatgenie.
When you connect ConnectWise to Chatgenie, we enabled settings (webhooks) that send Chatgenie notifications when Tickets or Opportunities are created or updated.
If you have a flow created that meets those criteria, for example all Tickets created on the board “Incidents”, we will send it to the slack channel you have designated such as “#incident-management”.
If there is no flow that matches the criteria we do nothing.
In both cases we do not store any information of the ticket, but only the IDs around the ticket so that we can help you manage the state of the ticket in Slack.