Right now, when Freshdesk sends a Slack DM, the DM is "from" the user who matches the Slack API key in Freshdesk. As a result, all Freshdesk DM messages end up looking like a message from another slack user who happened to be the one to authenticate between Slack and Freshdesk.
The appropriate approach to this is for Freshdesk to create a Bot (https://api.slack.com/bot-users) and to then source the DM from the Bot to the slack user. This way it is easily recognizable that the message is coming directly from Freshdesk and it doesn't clutter existing direct messages between real human users.
