Make handoffs visible in the ticket
A handoff in chat can be easy to miss later. Keep the related ticket aligned with the person who agreed to take it on.
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
Bulk Update Tickets
Tool to bulk update multiple Freshservice tickets by sequential update calls. Use when you need to update fields across many tickets in absence of a native bulk API.
Why this helps
Responsibilities can become fuzzy when a handoff is made in Slack but the service desk ticket stays unchanged.
- Make agreed ownership easier to see in the service desk.
- Reduce repeated checks about who is handling a ticket.
- Preserve the handoff beyond the Slack conversation.
Setup
Build it in a few focused steps.
- 1Connect Slack and Freshservice to Notis once in the portal.
- 2Create the automation or ask Notis to identify the relevant ticket and update its ownership when a channel message confirms a handoff.
- 3Pick the Slack channel message trigger and choose a run-report channel.
- 4Test with one actual handoff and a known ticket.
Questions about this workflow
Will it reassign a ticket from a casual mention?
Tell Notis to act only when a message clearly confirms a handoff and identifies the new owner.
Can it update several tickets?
The bulk update action supports updating multiple tickets sequentially when the instruction identifies the relevant records.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slack to Freshservice. A trigger fires from one place; an action lands in another.
Slack triggers
Freshservice actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Bulk Update Tickets
Tool to bulk update multiple Freshservice tickets by sequential update calls. Use when you need to update fields across many tickets in absence of a native bulk API.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Service Request
Create a service request for a catalog item in Freshservice using the v2 API. The catalog item display_id can be found in Admin > Service Catalog by clicking on an item and checking the URL (e.g., /service_catalog/items/1 means display_id=1).
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Create Ticket
Tool to create a new ticket. Use when you need to log an incident or service request.
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Delete Release
Tool to delete a release from Freshservice. Use when you need to permanently remove a release from the system. This action is irreversible — the release cannot be recovered once deleted.
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Delete Solution Article
Tool to delete a solution article from the knowledge base by its ID. This action is irreversible — the article cannot be recovered once deleted. Use this action when you need to permanently remove a solution article from Freshservice.
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Delete Solution Category
Tool to delete a solution category in Freshservice. Use this action when you need to remove a solution category that is no longer needed. This action is irreversible — the category cannot be recovered once deleted.
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
Get Problem Form Fields by Workspace
Tool to list problem form fields. Use when you need to retrieve the form fields available for problems in a specific workspace.
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
List Release Form Fields
Tool to list release form fields metadata. Use when you need to fetch release field definitions before building or validating release forms.
Connect any two apps with Notis in the middle.
Slack and Freshservice, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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