Improve collaboration between your agents and internal teams through real time Slack notifications
Collaboration is a team effort, and your agents often need to coordinate with colleagues to resolve a ticket faster. The Slack app for Freshdesk simplifies communication and allows your agents to collaborate with teams in your organization in a streamlined fashion.
With the Slack app for Freshdesk, you can:
1. Deliver real-time notifications about new and updated tickets to public or private Slack channels using automation rules.
2. Use the Freshdesk “Create Ticket” slash command in Slack to convert conversations with peers and customers directly to Freshdesk tickets.
3. Send Direct Messages (DMs) to agents about tickets that have been assigned or updated in their queue.
We’ve also partnered with Slack to build a Freshdesk app for Slack. The app allows you to sync ticket updates between a Freshdesk group and a Slack channel. Replies from internal teams come back into the ticket as private notes, making collaboration easier, and ensuring all context is recorded in one place.
To access the app, visit: https://slack.com/apps/AV2AU01M2-freshdesk-for-slack
For complete instructions visit - https://support.freshdesk.com/support/solutions/articles/206103-the-slack-app