Make urgent customer escalations trackable
Urgent messages can demand attention while leaving little time for admin. Let Notis put the escalation in Freshdesk as the team discusses it.
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
The urgency of a Slack escalation can pull attention away from creating the record needed to follow it through.
- Give escalations a support record during a busy moment.
- Keep key context attached to the follow-up.
- Reduce the mental overhead of remembering to log the issue later.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshdesk to Notis once in the portal.
- 2Ask Notis to create Freshdesk tickets for urgent customer escalations reported in Slack, or set up the automation in the portal.
- 3Describe what your team considers an escalation and what information to preserve in one plain-language prompt.
- 4Pick Slack Channel Message Received, choose a channel for run reports, and test with a real escalation message.
Questions about this workflow
Does the ticket get escalated to a specific priority?
The available action creates a ticket. Do not assume priority behavior; describe the support issue and test the result in your Freshdesk setup.
Can it capture only customer escalations?
Use the prompt to define the kinds of urgent customer reports your team wants captured.
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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