Most companies first create a ticket in Freshdesk to deal with customer queries. Then, the support team interacts with the customer through Freshdesk's ticket management software. This is where Freshdesk sync comes in handy for Slack users.
Integrating Slack with Freshdesk lets you quickly see all tickets directly into your Slack channel from a specific user, keyword, or other criteria. This guide will show you how you can update Freshdesk from Slack.
A Step-by-Step Guide to Updating Freshdesk Tickets in Slack
- To update a ticket, click on the 'Update' button. This action opens an update ticket window, where agents can edit key ticket fields such as agent, group, status, and priority in one step.
- You can also quickly post a ticket in Slack by pasting its Freshdesk URL in the channel or thread message pane. This action will unfurl the ticket, displaying all its information and editing options.
Note: Only Freshdesk agents can update tickets in Slack.
- Any updates made to the ticket are sent as notifications to the relevant Slack channel. This ensures that all team members are informed about the latest changes.
If you use both Freshdesk and Slack, you can now find better ways to handle your client support. With the integration, you can finally create and Freshdesk tickets directly from Slack. No more logging into two apps, no more copy/pasting or tediously typing out the same information! Your work life just became significantly easier.