Check Freshdesk for an existing ticket first
Before a team member opens another ticket, let Notis look for relevant Freshdesk records when Slack raises the question.
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
Get Tickets
Retrieves a list of tickets from freshdesk.
Why this helps
Without a quick way to check, the same issue can be logged more than once, creating confusing follow-up.
- Make it easier to check whether an issue is already tracked.
- Reduce duplicate ticket creation and fragmented context.
- Help the team continue work in the existing support thread.
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 tell Notis to retrieve relevant Freshdesk tickets when Slack asks whether an issue is already tracked.
- 3Describe which Slack requests call for a ticket search and what issue context to use in one plain-language instruction.
- 4Select Slack Channel Message Received, set the channel for run reports, and test with one real question about an issue with a known ticket.
Questions about this workflow
Will this create a ticket if none is found?
No. This workflow uses Get Tickets to retrieve a list for review.
Can it help prevent duplicates?
It can help the team check for existing related tickets before deciding whether to open another one.
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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