Turn Slack support reports into Freshdesk tickets
Give customer problems raised in Slack a trackable home in Freshdesk, without interrupting your work to copy details by hand.
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
Support issues mentioned in busy channels can disappear beneath newer messages before anyone opens a ticket.
- Preserve the original issue context when opening a ticket.
- Reduce the effort of switching from Slack to a support queue.
- Make it easier to follow through on problems raised by the team.
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 in plain language to turn channel support reports into Freshdesk tickets.
- 3Use one instruction explaining which reported customer problems deserve a ticket and how to retain useful context.
- 4Select Slack Channel Message Received as the trigger, choose a channel for run reports, then test with one real support report.
Questions about this workflow
Will every Slack channel message become a ticket?
Describe in the plain-language instruction which customer problems should become tickets. The workflow should focus on messages that report a support issue, rather than treating every conversation as a request.
Does this include direct messages?
No. This workflow uses the channel message trigger, which does not match direct messages.
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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