Using the Slack app for Freshdesk 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 along with this Slack integration to keep your team in sync with ticket changes in your helpdesk software.
With this app, you can:
1. 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.
2. 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.
3. Send Direct Messages (DMs) to support agents about tickets that have been assigned or updated in their queue.
4. Use the Freshdesk “Create Ticket” slash command to convert Direct Message (DM) discussion with peers and customers directly to Freshdesk tickets.
Freshdesk and Slack for Business makes staying on top of work, look very easy
For complete instructions visit - https://support.freshdesk.com/support/solutions/articles/206103-the-slack-app