Get Freshdesk ticket context when Slack asks
When someone asks where a customer issue stands, look at the relevant ticket instead of switching tools and searching from scratch.
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
View Ticket
Views an existing ticket in freshdesk.
Why this helps
Answering a simple ticket-status question can require searching Freshdesk and rebuilding context while work is already underway.
- Reduce time spent searching for the ticket behind a Slack question.
- Bring current ticket context into the support conversation.
- Make it easier to pick up a customer issue after a distraction.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once in the portal.
- 2Ask Notis to look up the relevant Freshdesk ticket when someone requests its current context in Slack, or create the automation in the portal.
- 3Describe which Slack requests should trigger a lookup and how to identify the relevant ticket in one plain-language prompt.
- 4Select Slack Channel Message Received, choose a channel for run reports, and test with one real request about an existing ticket.
Questions about this workflow
Does this modify the ticket?
No. The selected action views an existing Freshdesk ticket.
Does it fetch all tickets?
This workflow uses View Ticket for a relevant ticket identified from a Slack request.
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
Save your first hour today.
7-day trial of any paid plan, with 20$ of usage included.
No card. Works with personal or business Freshdesk.