Give customer-impacting incidents a support record
During a disruption, there is already a lot to keep in your head. Let Notis record the customer support follow-up in Freshdesk when the incident is reported 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
Incident coordination moves quickly, making it easy to lose track of individual customer follow-ups in the main discussion.
- Keep customer support work visible alongside the incident response.
- Reduce duplicate note-taking during a busy disruption.
- Make it easier to return to affected customer details.
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 create Freshdesk tickets from Slack reports of customer-impacting incidents.
- 3Write one plain-language prompt describing what incident reports warrant a support ticket and which context matters.
- 4Select Slack Channel Message Received, choose where run reports should appear, and test with one real incident report.
Questions about this workflow
Does this manage the incident itself?
No. The workflow creates Freshdesk tickets for customer support follow-up based on Slack channel messages.
Can it avoid unrelated incident chatter?
Describe the customer-impacting reports that should become tickets in the instruction, and test with a real example.
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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