Slack, Microsoft Teams and AI
Chat and AI are Iskue features that talk to a third-party service, and both are off until an administrator configures them. Nothing is called while they are off. When you switch one on, the backend containers need outbound access to that provider.
Slack, two-way
Create a Slack app for your workspace, then paste its bot token and signing secret into the project's chat settings (project admin). Secrets are write-only: the API never returns them. Then map Slack channels to the project, one project per channel:
- Agent channel — agents raise a ticket from a message by reacting with an emoji (
:ticket:by default), and use/iskue create,/iskue statusand/iskue search. - Request channel — customers' messages become requests, optionally of a set request type. Public replies and status changes are posted back into the thread; internal notes never are, and a restricted ticket only posts "KEY updated".
Inbound Slack calls are verified with Slack's request signature (HMAC-SHA256, 5-minute replay window) against the signing secret of the project the channel belongs to. Outbound calls go only to https://slack.com/api/*. Set PORTAL_BASE_URL (or app.chat.link-base-url) so posts link back to the ticket. The older one-way Slack incoming webhook still works on its own.
Microsoft Teams
Paste a Teams incoming webhook URL into the project's chat settings and choose which events to post. Iskue posts only to Microsoft's webhook hosts (*.webhook.office.com, *.logic.azure.com, *.powerplatform.com) over HTTPS, re-validated before every send.
AI
An administrator configures AI once, under Administration → AI: the provider, the API key, the model and, optionally, a base URL. The key is write-only. AI is available on every edition — you bring the key — and stays off until it is switched on with one.
| Setting | Values |
|---|---|
| Provider | ANTHROPIC or OPENAI_COMPATIBLE |
| Model | Any model id. Defaults to claude-opus-5-5; claude-sonnet-5-5 and claude-haiku-5-5 are offered as cheaper choices. |
| Base URL | Optional. Points at a self-hosted OpenAI-compatible server or a gateway (http or https, no credentials in the URL). |
| Features | Four switches: portal answers, request-type suggestion, agent assist, natural language → TQL. |
| Monthly token budget | Default 2,000,000 tokens. Calls are refused once the month's input + output tokens reach it; usage is tracked per feature. |
What the AI does
- Portal answers. Before a customer raises a request, the portal answers from the top 3 published, portal-visible articles, and only when the best match is relevant enough. Deflection is counted.
- Request-type suggestion, on the portal and for agents.
- Agent assist. A ticket summary, a reply draft (internal notes are left out) and "improve writing".
- Natural language → TQL on the search page.
What reaches the model
Only what the feature needs, and only what the requesting user may read: portal answers see portal-visible articles; agent assist sees the ticket and comments the agent can open, with restricted-ticket visibility applied; NL → TQL sees the grammar and the caller's own autocomplete values. Each block is size-capped and treated as data. Logs record the feature, model, token counts and latency — never content. A Test button in the admin screen checks the connection before you switch features on.