Carry the team's answer into the customer ticket
Your team may work out the answer in Slack, then forget to update the customer. Let Notis carry a verified response into the relevant Freshdesk ticket.
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
Reply to Ticket
Replies to an existing ticket in freshdesk.
Why this helps
A useful answer can stay inside an internal conversation while the customer waits for an update.
- Reduce the delay between finding an answer and updating the ticket.
- Keep the customer-facing conversation moving.
- Avoid retyping an answer already worked out by the team.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once through the portal.
- 2Ask Notis in plain language to reply to the matching Freshdesk ticket when a Slack message contains a verified customer answer, or create the automation in the portal.
- 3Explain how to recognize a ready-to-send answer and identify its matching ticket in one instruction.
- 4Choose Slack Channel Message Received, set a channel for run reports, and test with one real resolved issue and its ticket.
Questions about this workflow
Will every message become a customer reply?
The prompt should restrict replies to verified answers intended for the customer and to messages that can be matched to a Freshdesk ticket.
Can the workflow find the correct ticket automatically?
The action is Reply to Ticket. Make the matching context clear in the prompt and test with an issue whose ticket can be identified.
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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