Slack

With Freshdesk, your live chat capabilities are used within their own app called Freshchat. Freshchat has a great UI that is very easy to use. With it, you can create and reroute chats into tickets and tickets into chats. It’s similar to Slack with extra rerouting possibilities and more comprehensive user information. 'The Freshdesk and Slack integration helps us stay better connected with each other, with our developers, and with our customers, which is critically important right now,' said Eric Holliday, head of data and systems management of Springer Nature, in a statement. 'Our customer service agents love the technology's ease of use. Freshdesk; Slack; Freshdesk. Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community. Slack brings all your communication together in one place. It’s real-time messaging, archiving.

Integrate Slack with Freshchat and get a two way app to chat and qualify leads, and support customers. You can respond to customers and convert visitors into leads directly from Slack, the app you already have open all day. You can even route conversations to a specific channel.

You can do the following:

• Get notified in slack when a user or lead starts a conversation or replies to a conversation.

• Reply to users and leads, add teammates to a conversation.

How to integrate Slack and Freshchat

You need to be an Account Owner or Admin in both Slack and Freshchat to set up this integration.

In Freshchat, go to Admin > Integrations > Slack

Click Connect and you’ll be taken to the slack login page.

If you’re already logged in, you just have to authorize the integration.

A channel called freshchat-messages is created automatically in your slack account to receive messages and you are automatically added to the channel. Alternatively, if you want incoming messages to be sent to a different channel, you can select it from the drop-down.

Set up a custom command to reply to chats from Slack

Freshdesk Slack Download

You have to set up a custom command to reply to Freshchat conversations from Slack. Click here.

Add the command you’d like to use to reply to messages. We recommend something simple and easy to remember like ‘/reply’.

Add URL and Token

Scroll down and under Integration Settings in your Slack account you need to add an URL. This is the Slack Command URL in your Freshchat Slack Integrations page.

Next, copy the Token from your Slack account and paste it in the ‘Slack Command Token’ text box in your Freshchat Slack integration page.

Add a hint to your slash command

You can add an autocomplete help text to your Slash command to give a usage hint to your teammates. Scroll down and select the ‘Show this command…’ text box, add the description and usage hint. Make sure you add the same command that you chose in your first step.

Click Save and you're done!

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All Triggers - A trigger kickstarts the flow

Message starred

Triggers when a message is starred

Channel created

Triggers when a new channel is created

Message posted to public channel

Triggers when a new message is posted to the selected public channel

Message posted to private channel

Triggers when a new message is posted to the selected private channel

Ticket note added

Triggers when a note is added to the selected ticket

Contact updated

Triggers when the details of an existing contact details are updated

Ticket updated

Triggers when the details of an existing ticket are updated

Customer created

Triggers when a new customer is created

Ticket created

Triggers when a new ticket is created

All Actions - Action are the automated tasks

Fetch user - By name

Fetches the details of an existing user by name

Set channel topic

Sets the topic for the selected channel

Fetch user - By username

Fetches the details of an existing user by username

Send public channel message

Sends a message to the selected public channel

Update profile

Updates the profile information for the selected user

Send private channel message

Sends a message to the selected private channel

Send direct message

Sends a direct message to the selected user

Fetch user - By ID

Fetches the details of an existing user by ID

Create forum

Creates a new forum in the selected category

Create contact

Creates a new contact

Add notes to ticket

Adds private or public notes to the selected ticket

Create forum category

Freshdesk Slack Login

Creates a new forum category

Update company

Updates the details of an existing company

Update contact

Updates the details of an existing contact

Update ticket

Updates the details of an existing ticket

Fetch ticket

Fetches the details of an existing ticket by requester email address and subject

Fetch ticket priority

Fetches a specific ticket priority by label

Fetch company

Freshdesk Slack Integration

Fetches the details of an existing company by domain

Fetch contact by ID

Fetches the details of an existing contact by ID

Fetch agent by ID

Fetches the details of an existing agent by ID

Fetch contact

Fetches the details of an existing contact by email address, phone number, or mobile number

Fetch ticket by ID

Fetches the details of an existing ticket by ID

Fetch ticket priority by ID

Fetches a specific ticket priority by ID

Fetch agent

Fetches the details of an existing agent by email address, phone number, or mobile number

Freshdesk Slacker

Fetch group by ID

Fetches the details of an existing group by ID

Fetch company by ID

Fetches the details of an existing company by ID

Fetch ticket status by ID

Fetches a specific ticket status by ID

Fetch ticket status

Freshdesk Slacks

Fetches a specific ticket status by label

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