Our multi-channel support just got better with Slack

Connect your service desk to Slack so users across teams can easily collaborate and speed up ticketing processes from everyone’s favorite intra-office messaging app, Slack.

One of the major reasons our customers love Freshservice is the number of channels we offer to let users raise tickets – email, self-service portal, mobile app, chat, Yammer, etc. With Slack emerging as the next big thing in the internal messaging space, and our customers rapidly adopting the communication tool for their teams, we rightfully extended Freshservice’s multi-channel capabilities to Slack. And if you aren’t already using it for internal collaboration, we use it at Freshdesk and highly recommend it.

By enabling users across functions collaborate easily within the service desk – here’s how Slack complements Freshservice in making work-life simpler:

Provide support from Slack for Freshservice in one click

All you’ve got to do now is link your Freshservice account to Slack, mark agents and requesters, pre-define rules that will help you push notifications to your ilk, and voila, support within the organization is now a cakewalk – no matter where you are or the device you’re using. So, now when you’re busy keeping up with your colleagues in those public or private channels, feel free to bring your issue to attention in the channel too so one of the agents can easily pick it up and fix it for you. This also gives you the opportunity to put out potential fires by picking up chatter from Slack. Talk about new age water-cooler chat.

Create tickets in Freshservice directly from Slack’s DMs

Once the issue is picked up by an agent, they can automatically ping the user on DM and create a ticket a la /freshservice-ticket. Or the requester could simply DM an agent about their query. Just put your feet up and leverage Slack to manage your incidents and service requests. That’s not all though. We bring to you in a pretty bow and all, the ability to leverage predefined slash commands in Freshservice.

Create tickets from Slack to Freshservice

Automate ticket update notifications to users in Slack from Freshservice

With the help of Freshservice’s Dispatch’r, Observer, and Supervisor (charming names for our automation features), agents get to set automation rules so all ticket updates go out as notifications to the requester as the status changes. Agents get to cherry-pick the kind of alerts that go out, which channel or DM they should appear in, and even come up with quirky messages or funny GIFs to send with the notifications. Freshservice BOTs will take care of everything else.

Find context for issues via Slack’s conversation that act as ticket description

It’s exactly what it sounds like. If you ever need to know about an existing issue or if your requesters bring up skeletons from the past, count on Slack for Freshservice. Get access to complete context about a ticket, thanks to chat history from Slack that act as ticket description so users never have to complain about repeating their problem, and agents never have to feel lost while helping a user. To add to the perks, Slack’s snippet of information about the users – the device they’re on, and the time they are available to chat – provides both agents and requesters with more context so they can team up accordingly.

Send notifications from Freshservice to Slack

Overview of Freshservice-Slack integration:

  • Provide support to users from Slack
  • Mark Slack users as requesters and agents in Freshservice
  • Scour for potential incidents or service requests through Slack channels
  • Convert Slack DM conversations to tickets in Freshservice
  • Automate notifications to users in Slack about Freshservice tickets via DM or channels
  • Add Slack conversation as ticket description for context

Let us know how you like using Slack with Freshservice. If you would like to know more about how it works, check out this video:

For a detailed look, you could read the solution article or tag us at support@freshservice.com if you have more questions.