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Notes && Anecdotes
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Adding Freshdesk to Slack


Adding slack as an app in Freshdesk allows you to use observers and dispatcher in freshdesk to notify / recieve data from Slack. First, add Slack as an app to Freshdesk

  1. Login to your Freshdesk
  2. Click Admin > Apps > Get more apps Freshdesk observer
  3. Search for slack
  4. Add it to your team and channel

Add an dispatcher rule if you want notification when ticket is CREATED

  1. Click Admin > Dispatcher > New Rule

  2. At the bottom, choose Push to Slack, and select your channel

  3. The Message need only be the

    NEW TICKET: {{ticket.url}}

Freshdesk observer post to slack Unfortunately, if you try to insert the comment made by the customer, you get the whole html, which is more of an annoyance than anything. Luckily, the ticket.url is picked up by slack, and you’ll get basic information on the ticket :D Slack showing freshdesk ticket

Add an observer rule if you want notification when ticket is UPDATED

  1. Click Admin > Observer > New Rule

  2. Trigger when e.g. a reply is sent Freshdesk observver

  3. You might want it to only trigger when the customer replies (not yourself) Freshdesk reply is sent

  4. Then, post to Slack. Again, use the url of the ticket, and don’t include reply text.

    REPLY: {{ticket.url}}

    Freshdesk slack observer

There you go. There’s also possible to create tickets from slack, but that’s not very useful for me, so I’ll just refer to the Freshdesk docs for that.