@Lori_Collins - sorry! late reply i havent been seeing my notifications.
Basically we’ve extended off of the Customer Portal (built in Laravel), and created separate sections to that just for integrating Sonar with other software.
So, in Slack we use webhooks that call to this Laravel instance, and we can then commincate with GraphQL to Sonar, and back and forth back to Slack.
Currently the main use we use for Slack to Sonar, is that we use Chatlio app which is a customer-facing chat app, which integrates to Slack. Then from there we can insert chats as tickets into sonar, and add certain meta-data from Sonar into those Chat channels, such as:
- Is this person already a customer/account in sonar, if so then link to their account
- Is there old tickets already open for this person so we can reference them during chat
- At the end of chat, should the ticket be closed or left open?