Keep actionable customer feedback moving
A customer insight can lead to a support promise or a needed response. Capture it in Freshdesk when the team shares it in Slack.
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
Feedback that prompts a customer response can get lost among product discussion, ideas, and general team updates.
- Separate feedback requiring a response from general discussion.
- Keep customer follow-up in the support workflow.
- Spend less time searching Slack for an unresolved promise.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once using the portal.
- 2Ask Notis in plain language to create Freshdesk tickets for actionable customer feedback shared in Slack, or create the automation in the portal.
- 3Describe what counts as actionable feedback and what context to retain in a single prompt.
- 4Pick Slack Channel Message Received, choose a channel for run reports, and test with one real feedback message.
Questions about this workflow
Should every customer opinion create a ticket?
Use the prompt to focus on feedback that needs a response or support follow-up. Test it with an example that should be captured.
Can this capture product ideas?
The Freshdesk action creates support tickets. Use this for customer feedback that belongs in your support process, not as a general product backlog.
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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