Keep customer feature requests connected to follow-up
A feature request may need clarification or a reply before it is ready for product planning. Capture the support follow-up in Freshdesk from 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
Feature requests can be discussed internally without anyone owning the customer response that comes next.
- Track customer replies and clarifications through support.
- Keep the original request context available.
- Separate a promise to respond from an informal Slack discussion.
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 open Freshdesk tickets for customer feature requests that need support follow-up.
- 3Explain in one plain-language instruction which requests need a customer response and what context to include.
- 4Select Slack Channel Message Received, choose a run-report channel, and test with one real request.
Questions about this workflow
Will this add requests to a product roadmap?
No. The action creates a Freshdesk support ticket for customer follow-up.
Should every feature idea become a ticket?
Use the prompt to limit tickets to requests that need a response or support follow-up.
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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