The current Freshdesk/Slack integration creates an entirely new post in a channel whenever a ticket is created or updated. This becomes annoying to other Slack members in the channel since these messages are duplicates of the problem they already posted about in the channel. 

If the Slack integration could post ticket updates as replies to the original requester’s message, then the user requesting support would be notified whenever there was an update to their ticket, and the rest of the users in the channel would not be bothered.