Move an approved Slack response into Freshdesk
Once a teammate signals that the answer is ready, carry it into the matching ticket so the customer is not left waiting for someone to copy it.
Trigger
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Action
Reply to Ticket
Replies to an existing ticket in freshdesk.
Why this helps
A polished answer can be approved in Slack but still sit there while the ticket remains unanswered.
- Create a clear final step after internal review.
- Reduce the chance of an approved answer being forgotten.
- Keep the customer response attached to its support ticket.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once using the portal.
- 2Ask Notis to reply to the matching Freshdesk ticket when a response message receives your team's designated approval reaction, or create this automation in the portal.
- 3Write one plain-language instruction describing the approval signal, intended reply, and how to identify the ticket.
- 4Select Slack Message Reaction Added, choose a channel for run reports, and test by approving a real drafted response.
Questions about this workflow
Does the reaction approve the response by itself?
The reaction is the workflow signal. Choose a clear team convention and describe it in the instruction.
What if the ticket cannot be identified?
Test with a response that clearly refers to a Freshdesk ticket and make the matching context part of the 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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