We’ve been using Slack integration for at least a year. And suddenly, messages from Slack threads stopped syncing to our HubSpot tickets. We haven’t changed anything except the chatflow that generates our tickets in HubSpot. HubSpot support doesn’t know what caused this. Have you encountered this problem?
Bonjour @MTaupin, j’espère que vous allez bien !
Thanks for sharing your experience with the HubSpot Community!
While we haven’t seen many reports of this specific issue recently, sometimes changes to Slack integrations or chatflows can affect syncing. It’s great that you’ve already connected with our Support Team, they’re actively looking into this for you, and I appreciate your patience as they investigate further.
If you haven’t had a chance yet, disconnecting and reconnecting Slack in your HubSpot integrations, as well as double-checking permissions in both platforms and within Slack threads, can help resolve these types of issues.
If the issue persists, please continue following up through your open Support ticket. And of course, if any other community members have advice or tips, please feel free to jump in!
Thanks again, and I hope everything gets sorted for you soon @MTaupin !
Bérangère
Hey @MTaupin , to answer your question about the beta, yes, that “Notes in Help Desk” feature is very likely what broke your Slack thread sync. When that beta gets enabled on an account, it replaces comments with notes as the internal collaboration method for Help Desk. The problem is that the old Slack sync relied on comments, so when the mechanism changed to notes the thread sync just stopped working.
The good news is HubSpot has since updated the Slack integration to work with notes. The way it works now is that tickets synced to Slack automatically get an “integration” note added by the system, and replies on that note sync with the Slack thread (and vice versa, Slack thread replies come back as nested comments on that note). So it should work again but through a different path than before.
I’d check two things: first, confirm the beta is actually active on your portal (Settings > Help Desk, look for the notes option). If it is, check whether your synced tickets have that “integration” note showing up. If the note is missing, try creating a new test ticket and syncing it to Slack to see if the new flow kicks in. The old tickets that were synced before the beta might not retroactively get the note, which would explain why thread sync just disappeared on your existing tickets (Sync and manage help desk tickets in Slack).
Hope that points you in the right direction!
It works now. Thank you
Great to hear it’s working now, thanks for the update @MTaupin!
If you need anything else, don’t hesitate to create a new post, we’re here to help. 
Have a lovely day!
Bérangère