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Context / Goal

I’m trying to build an automation in Freshservice that sends a Slack notification when a ticket stays in Open or Assigned status for more than 7 days. The idea is to alert the IT team so that old, unattended tickets don’t get stuck without action.

 

Setup so far

 

  • I’ve built a Workflow Automator that:

     

    • Triggers daily.

    • Checks ticket conditions (status, agent response time >168h, workspace, agent assignment).

    • If conditions are met, it should send a Slack message to a channel.

  • I also considered using Supervisor Rules (since they are time-based), but they don’t allow Slack actions directly.

  • To work around this, I tried combining Supervisor Rules (to tag tickets) with Workflow Automator (to catch the tag and post to Slack).

 

Blocking issues / doubts

 

  1. Triggering: Workflow Automator is event-based, so it doesn’t easily “scan” existing tickets unless combined with Supervisor.

  2. Slack action: In Supervisor Rules, I don’t see Slack as an available action (only email, update, tag, etc.).

  3. Conditions: The “agent is none” condition makes the workflow skip tickets that already have an assignee — I’m not sure if that’s the correct behavior.

  4. Testing: When I run test cases, I sometimes get channel_not_found errors even if I copy the Slack channel ID.

 

What I want

A reliable way to:

 

  • Check daily for tickets that are Open/Assigned >7 days.

  • Post a Slack message to notify the team.

  • Ensure no duplicates/spam (only notify once per ticket).

Hi, Ig you can try using Scheduled workflows. They would be able to check the conditions every day at the set time. In regards with slack notifications, you will need to use the slack servicebot as shown in this article - https://support.freshservice.com/support/solutions/articles/50000001887-setting-up-servicebot-for-slack

 already have Servicebot installed in my Slack :/

Hi ​@Blycksx,

You've already discovered the workaround of adding tags to the ticket and then triggering a workflow based on those tags — that's also my recommended best practice when working with supervisors, especially when automation options are limited.

Just to confirm: do I understand correctly that the Freshservice part is working as expected, and the issue only arises when sending the call to Slack? Unfortunately, I'm not fully familiar with all available Slack features. Is there a detailed log or error message available in the execution log that could help us troubleshoot further?

Best regards
Daniel

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