Keep Freshdesk ticket context current from Slack
When the team learns something important about an open issue, carry the update into Freshdesk so nobody has to reconstruct it later.
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
Update Ticket
Updates an existing ticket in freshdesk.
Why this helps
Support tickets become stale when progress is discussed in Slack but never reflected in the record.
- Keep ticket context aligned with team updates.
- Reduce repeated status questions and manual note copying.
- Make handoffs easier when someone returns to an issue.
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 update the matching Freshdesk ticket when Slack reports meaningful progress on an open issue.
- 3Describe what updates qualify and how to recognize the matching ticket in a single plain-language instruction.
- 4Select Slack Channel Message Received, choose where run reports should appear, and test with one real ticket update.
Questions about this workflow
Will every Slack update overwrite a ticket?
The prompt should describe which meaningful updates should be recorded and how to match them to the right ticket.
Does the action close the ticket?
This workflow uses Update Ticket. Describe the intended update and verify the outcome 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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