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2026-06-01 · Platform

Support — Slack Connect channel (Wave 64)

  • Per-(orgId, projectId) Slack channel binding posts every new ticket + agent reply into the bound Slack channel via `chat.postMessage`. Thread replies in Slack route back to the ticket as public replies via the Slack Events API webhook.
  • Bot token + signing secret stored AES-256-GCM at rest. Inbound Events API requests verified against the per-integration signing secret (v0 HMAC-SHA256 over `v0:${ts}:${rawBody}` with a 5-min replay window).
  • Migration `0068_support_slack_integrations.sql` adds `support_slack_integrations` table + `support_tickets.slack_message_ts` + `support_ticket_replies.slack_user_id` / `slack_message_ts`. Hard-delete sweep includes the new table.
  • Plan-gated Business+ via the existing entitlements matrix (`slackConnect` feature). New `support.reply_added_via_slack` event registered in the canonical webhook taxonomy.
  • Flips the Zendesk comparison `Slack Connect channel` row from ❌ → ✅. Closes Wave 14 retract.