Keep Slack bug reports in the support queue
When a customer-facing bug comes up in Slack, turn the report into a Freshdesk ticket and keep the next step from getting buried.
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
Bug reports can be discussed and acknowledged in Slack without ever making it into the place where support work is tracked.
- Record a support-facing issue where follow-up can be tracked.
- Retain the Slack description that helps explain what broke.
- Avoid relying on memory to create a ticket after a discussion.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once through the portal.
- 2Ask Notis to create a Freshdesk ticket when a Slack channel message reports a customer-facing bug, or build that automation in the portal.
- 3Describe the intended bug reports and context to preserve in one plain-language prompt.
- 4Choose Slack Channel Message Received as the trigger, select a reporting channel, and test with one real bug report.
Questions about this workflow
Does this create engineering issues too?
The action provided here creates a Freshdesk support ticket. Describe only customer-facing reports that belong in your Freshdesk support process.
Can it use messages from a private channel?
The supplied trigger supports messages in public, private, and multi-party IM channels. Choose the channel message event when creating the automation.
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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