Keep customer delivery problems from slipping
When a delayed or missing delivery comes up in Slack, put the customer issue in Freshdesk so the team can return to it without searching the conversation.
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
Delivery complaints can become one message among many, even when a customer needs a timely update.
- Give delivery complaints a visible place in the support queue.
- Make it easier to follow up with customers who are waiting.
- Reduce the time spent retracing Slack conversations for details.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once in the portal.
- 2Ask Notis to create Freshdesk tickets from Slack reports of customer delivery problems, or create the automation in the portal.
- 3Use one plain-language instruction to describe which delivery issues need support follow-up and what context is useful.
- 4Choose Slack Channel Message Received as the trigger, select a run-report channel, and test with a real delivery issue.
Questions about this workflow
Does this contact the shipping provider?
No. The action creates a Freshdesk ticket for customer support follow-up.
Can the prompt focus on missing or delayed orders?
Yes. Describe the delivery problems you want captured in the instruction.
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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