Freshdesk (A product of Freshworks Inc.) is a multi-channel customer support solution that brings helps you deliver support across channels (Phone, email, chat, social, forums and more)We have launched a newer version of the integration. Please visit https://freshworks.com/slack to check it out. Integrating Freshdesk and Slack allows you to keep various groups on Slack updated about the status of tickets in your helpdesk. You can use Freshdesk’s powerful automation systems to keep your team in sync with ticket changes in your helpdesk. With this app, you can:* Use Dispatch’r and Observer automations to post messages about tickets in your organisation’s public Slack channels automatically so that your team is aware of what is happening.
* Use the same automations to post to a private channel if you wish to keep a select group of users updated about specific ticketing events. You can even use this feature to link a Freshdesk Group to a mirroring Slack Group.
* Send Direct Messages (DMs) to support agents about tickets that have been assigned or updated in their queue.
* Use the Freshdesk “Create Ticket” slash command to convert Direct Message (DM) discussion with peers and customers directly to support tickets.