Give accessibility support requests clear follow-up
When a customer needs an accessibility accommodation or workaround, record the request in Freshdesk so the next step remains visible.
Trigger
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Action
Create Ticket
Creates a new ticket in freshdesk.
Why this helps
A request involving a specific customer need can be acknowledged in Slack and then overlooked in a busy channel.
- Give important customer requests a durable support record.
- Make it easier to follow through thoughtfully and consistently.
- Reduce reliance on remembering a detail from Slack.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once in the portal.
- 2Create an automation in the portal, or ask Notis to create Freshdesk tickets for accessibility support requests raised in Slack.
- 3Describe the requests that require support follow-up and the useful context in one plain-language prompt.
- 4Select Slack Channel Message Received as the trigger, choose a run-report channel, and test with a real request.
Questions about this workflow
Does this decide what accommodation to provide?
No. It records the reported support request in Freshdesk for your team to review and follow up.
Can the instruction focus on customer requests only?
Yes. Define the customer requests to capture in the plain-language instruction.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slack to Freshdesk. A trigger fires from one place; an action lands in another.
Slack triggers
Freshdesk actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Create Ticket
Creates a new ticket in freshdesk.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Delete Ticket
Deletes an existing ticket in freshdesk.
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Get Tickets
Retrieves a list of tickets from freshdesk.
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
List All Tickets
Lists all tickets in freshdesk.
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Reply to Ticket
Replies to an existing ticket in freshdesk.
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Update Ticket
Updates an existing ticket in freshdesk.
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
View Ticket
Views an existing ticket in freshdesk.
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
Connect any two apps with Notis in the middle.
Slack and Freshdesk, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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