Give customer support DMs a Freshdesk follow-up
A customer request can arrive while you are handling something else. Let Notis open a Freshdesk ticket from the Slack DM so it stays on your radar.
Trigger
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Action
Create Ticket
Creates a new ticket in freshdesk.
Why this helps
A useful customer detail in a DM is easy to lose among personal follow-ups and other conversations.
- Give private customer requests a durable support record.
- Reduce the mental load of remembering to log a DM later.
- Keep follow-up visible after the Slack conversation moves on.
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 turn relevant customer support DMs into Freshdesk tickets.
- 3Write one plain-language instruction describing which DMs represent customer issues and what context to include.
- 4Select Slack Direct Message Received as the trigger, choose a run-report channel, and test with one real support DM.
Questions about this workflow
Will the trigger read channel conversations too?
No. This workflow uses the direct message trigger, which catches DMs and is separate from channel messages.
Can the instruction avoid creating tickets for unrelated DMs?
Yes. Describe in plain language which customer issues should be captured, and test with a representative message.
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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