Use a Slack reaction to capture support work
When your team marks a Slack message as needing support follow-up, create a Freshdesk ticket from that signal and keep moving.
Trigger
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Action
Create Ticket
Creates a new ticket in freshdesk.
Why this helps
A team may agree that a message needs follow-up, then forget to turn that agreement into a support record.
- Capture an explicit team signal without adding another checklist.
- Make it quick to mark a message for ticket follow-up.
- Keep the original discussion nearby as useful context.
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 messages marked with your team's agreed support reaction.
- 3Explain the meaning of the reaction and the customer issues it should capture in one plain-language prompt.
- 4Select Slack Message Reaction Added as the trigger, choose a channel for run reports, and test by adding the agreed reaction to a real support message.
Questions about this workflow
Can this use any reaction?
The trigger supports reaction events with optional channel and emoji filtering. Describe the intended support signal clearly when creating the automation.
Does the workflow reply in Slack?
No. The selected action creates a Freshdesk ticket. The Slack reaction is the signal that starts the workflow.
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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