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Hi!

I’m trying to integrate Slack with Freshdesk and have run into a weird limitation. When I try to choose channels in the “Access Public Channels” dropdown, I’m not seeing half of the channels I have on Slack. It seems that more recently created channels are missing from the list.

After chatting with support chat, I learned that Freshdesk has a 100 channel limit. As we’re currently use project-based channels in our company and have more than 180 open channels, this is a limitation that prevents us from fully using Freshdesk as a support tool. Technically the Slack API https://api.slack.com/methods/conversations.list allows to return up to 1000 channels at a time. As this is an artificial limitation without any technical reason to back it up, I kindly request the product team to consider lifting this limit.

 

 

Hi, I have also come across this limitation with over 700 slack channels in the company this feature is virtually unable for us with only 100 which seem to be chosen at random 

The random sorting order looks annoying at glance, but it actually may be a blessing.
I think Freshdesk uses Slack internal Channel IDs (e.g. C047SBWQ9W6) in verbatim for sorting, since the order is not alphabetical nor chronological. If you have hundreds of Slack channels (say for every project or customer), it’s very likely not all of them are that frequently used and some may be even neglected. Therefore I ended up choosing one of the least used channels that showed up in this "random channel list" in Freshdesk, renaming that channel to #freshdesk-tickets in Slack and set up the integration again. Not optimal UX, but solved my immediate problem.


 

Hi there!, thanks for the feedback! From the screenshot it appears this is the older slack integration. We currently aren’t making any updates to the older integration but we do have a newer app in the marketplace which could help with the limits. 

https://www.freshworks.com/apps/freshdesk/freshdesk_for_slack/

We would be happy to make any improvements on the same if you face any issues.

New Idea→Implemented : Idea is live
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