Integration with Slack

integration will allow agent(s) to receive notifications when a ticket is created, updated to "open" or "pending", solved, and closed(any ticket related activity).. We will also include ticket-id as a hyperlink so that the agent can view the details from freshdesk.. whenever a note is added or reply is sent, then a notification is sent..

Last but not the least, chat transcript from slack is converted to ticket in freshdesk

Hello, any update? thanks

Any update?

As a head of engineering, I know what it's like to feel pressed for features and timelines for those features.  It has never helped us to promise a date that we want to commit to over a date that we can commit to.

If "go live" isn't going to happen this week, is there any chance you'll be able to tell us a date that your team is able to commit to, rather than a nebulous desired delivery date?

Ryan,

Thanks for being patient with us. It is in QA this week and will go live next weekend.

Again, what is the new schedule to this now?

Is it still in QA?

You already has promised this many many times and we can't get a real view of the situation. Is this really going to happen??

Amilcar.

Same here I would like to have DD since this been postponed around 2 months now

Hello everyone, 

I understand that we've been giving you ETAs and not living up to it for quite some time now. And I also know that this doesn't really put us in a very good light.

But, you know how a new feature development on a product goes, right? Trust me when I say we have got the best hands working on the Freshdesk-Slack integration and we were pretty positive about shipping this out much earlier.

We had to face some unexpected roadblocks and this in turn was stretching the release further down the timeline. Right now, we are post QA and beta testing internally. This should definitely be out within 2 weeks from today or sooner. 

While you all wait to see this feature go live, I thought this video here would give you a fair idea on how this is going to work.

Please feel free to pass on your feedback, folks. Would definitely mean a lot. 

And mainly, I would really like to appreciate you all for being so patient with us. 

Thanks,

Anna

Rafael,

I am glad to hear that you're having a good time using Freshdesk. 

Feel free to reach out whenever you feel that you could do good with some help. It would be our pleasure to do all that we can to make your Freshdesk experience all the more better. 

Enjoy your weekend!

Cheers,

Anna

Thanks, Anna.

Great work--it looks like it will be exactly what we want in terms of notifications into Slack.  How about variations on creating/updating a ticket via a slash-command?

I suspect that the use case for creating a ticket from a whole channel or DM's history (or even just the currently visible history) is very limited.  What will probably be more common, would be the ability to create a ticket from pasted text.  And it would also be helpful to be able to add a note to a ticket via a slash-command.  An example would be /update-ticket #123 Here's my note text.

Hey Ryan, 

That's definitely a very valid use case. We discussed this internally and have decided to add it to the roadmap, post the initial release. 

Please feel free to pass on more feedback, Ryan. 

Have a great day!

Cheers,

Anna

So? How's it going? Release date?

Taj

;-) only 3 days left :D 

Hello everyone,

If you guys were wondering about an update regarding the Slack Integration, then, I am here to tell you that Slack Integration is now live. You can play around and test the same.

Also, we wanted to help you with the link that will walk you through the set up as well ->https://support.freshdesk.com/support/solutions/articles/206103

Please do share your feedbacks and that will embolden us to offer the best possible experience! 

Great!

I would have a suggestion.

You cannot see, it a note is private or a client response.

This would be important to see. 

Differentiate Note and Answer is very important for a fluid conversation with agents / developers / client

regards

@Schaer

Thanks and appreciate the feedback. We have already marked this to be a future release feature...

Been playing around with it and it works alright – except everyone keeps getting a weird empty push notification from the Slack Mac client that just reads "Freshdesk: NO FALLBACK DEFINED"

Could it be that you're supposed to provide a message body for push messages?

Every message contains "Freshdesk: NO FALLBACK DEFINED"

Would be great if this would be a 'normal' message.

@ Noemi @Adrain

As of now fallbacks messages are not configured, so it will fail for desktop notifications. We will update the changes for mobile and mac client at the earliest.

This is great, thanks for getting it out. 

It's a good version 1, but I'd like to see more logic in deciding what gets posted to a channel.

For example at the moment any ticket that is created gets posted into the channel. I'd like to be able to put more criteria around the ticket before its pushed to the slack channel. So that way I can have different channels for different types of tickets that might be in different groups for example.

Another issue I see is with the slack command, having to know my API key or look it up each time is not user friendly or productive at all (it's actually faster to log into freshdesk). I should just be able to "/create_ticket here is the description of the ticket" and have that open the create ticket window with that info already pre-filled in and it automatically assign it to the user in slack not set to my freshdesk API key.

Thanks, look forward to seeing the updates on this. 

Will this be fixed anytime soon?

"Freshdesk: NO FALLBACK DEFINED"

I also hope that the "Freshdesk: NO FALLBACK DEFINED" gets fixed soon. Please!

Yes we are looking in to this. Will get back with a ETA soon