Hi All,

Happy to inform you that the "Freshdesk: NO FALLBACK DEFINED" error is fixed. Now you will be able to receive Slack - Mobile / Desktop Notifications correctly.

Thanks,

Prasanna

I completely agree with Carl, the integration as it is implemented at the moment is "ok" for a first version but it's extremely limited. I really enjoy the flexibility you guys offer through the combination of the Dispatch'r, Supervisor and Observer. Adding the action to push a ticket through to Slack would be extremely useful.

I would also like to add that you can only push notifications to Slack "Channels" at the moment, this is fine, but for it to be useful I would need to be able to notify my team members that their tickets are being pushed. So, adding the ability to add "@Linda or "@Daan" to the push notification on Slack would notify them specifically.

Groove HQ has the ability to map each Support Agent to a Slack User, so that way when a notification is sent to an agent it can send them a direct message inside Slack, allowing us to eliminate the use of email notifications.

Can you please add this function???

Slack enhancement is on the cards. From the data that we have gathered till date, the following are the requests in order of  popularity:

1. Map Freshdesk groups to Slack groups.

2. Filter content to Slack based on products.

3. Chat content to Slack

4. Ticket preview from slack - need to check technical feasibility.

We will take these sequentially. As a next step we are looking to build a robust use case for Freshdesk ticket filters and corresponding mapping to specific channel (public, private). Do let us know your thoughts on the same. Will post more as the use cases evolves.

I'm more interested in the Map Freshdesk Agent to Slack User that GrooveHQ already have but that doesn't seem to be on your list?!?

In regards to filter use cases - here's some

Send all "Urgent" status tickets to @urgent channel

Send all tickets from clients who are tagged with "VIP" to @VIPRequests channel

Send all tickets assigned to "xyz Agent" to direct message for xyz Agent

Send new tickets with subject contains "Onboarding" to @newclient channel

Send tickets assigned to "group 1" to @group1tickets channel

@Priyobrato The slack integration is worthless to me as it is right now..

I absolutely agree with Carl, is there any update on this? "Slack enhancement is on the cards" is super vague to me. Please give us an indication on when we can expect these implementations to be done.

Hi All,

Please find attached a copy of the latest specs under development.

Thanks,

Priyo

Thanks for the update Priyobrato. Will this allow agents to add private notes and instead of send an email notification send a slack notification to the agent?

i.e. What GrooveHQ does by being able to link an agent to a slack user

@Priyobrato, looks promising! Can you give us a good indication on when we can expect this to be done?

Hi @Carlyou would be able to add a private note and send the notification to the agent of the ticket via an observer rule. The only condition is the agent should be a registered user in Slack using the same email id.

This feature is work in progress, will update more once we make progress

Just following up on this. I'm really hating how many email notifications I get for tickets I'm watching, from notes being added to tickets etc... I really need this stuff to come into my Slack instead.

So please make sure when your updates come out that we can make all the default notifications come to Slack if we want. Like a notification preference per agent, Slack or Email.

Thanks

Just a couple of weeks more

Hi, Just to add to topic. I tried other third party integrations between slack and freshdesk and yours seems to be the nicest one. But there is one big issue. It seems like webhook is triggered before spam filter and rules kick in. This is huge problem. As you are aware freshdesk receives lots of spam and all of it goes to my slack. Ticket is recognized as SPAM is DELETED and still goes to  slack channel. This should be addressed in my opinion on freshdesk side.

Thanks!

The new Freshdesk Slack integration has been released. This feature enhancement would allow users to

• Send notifications to Public channels
• Send notifications to Private channels
• Send notification to the agent of the ticket on Slack as a DM
• Convert slack DMs to a Freshdesk tickets

This new update is good... BUT couple of big annoyances.

The biggest is that the DM notifications are being sent from me to the agents.

So this means i'm seeing every DM alert as well as the agent.

Why can't this be sent from the Slackbot?

Or is it possible for us to setup a free Slack user and have it be the user that sends the DM, while using my rights as an admin to have access to channels?

I don't want to waste a Slack user cost just to send direct notifications

Few other small issues, like setting up notifications for things like Watcher alerts and sending Direct Messages to specific users in rules not just the assigned agent.

Great progress and can't wait to see it improve. Can you please look at my main pain here ASAP though thanks

At the outset, we thank all our users for the generous feedback for what works and does not work in the new Slack integration. As positives we are happy that :

• Users can now send notifications for ticket creation to specific channels or ticket agents for any custom condition that the Freshdesk dispatch'r supports. This now allows for a Freshdesk Group to Slack Group notification mapping.
  
• Users can also send ticket update notifications to any channel or ticket agent.
• The DM convert to ticket does not require pasting the token each time

Great news Priyo

My team are loving the improvement to Slack integration and with those first 2 improvements in particular will take away the majority of our pain.

In regards to the ability to send DM's in replacement of notifications here how I imaged it and how I would do it if I were at Freshdesk.

Make part of an Agent profile the ability to (checkbox) "Send Slack Notification Instead of Email" and a (text input) "Slack Username"

So that the mapping of an agent to a Slack user is manually done on the agent profile and not automatically from the email address of the user (see a recent support ticket of mine for usecase of why using email can cause problems for users in multiple slack teams)

When an email notification is going to be sent to an agent it first checks if the checkbox of "Send Slack Notification Instead of Email" is enabled and sends the notification to the agent via DM instead of Email

In rules, have an option to Push to Slack - Assigned Agent DM, Push to Slack - Specific Agent DM and then have a dropdown available of all Agents who have a Slack Username that has mapped to Slack correctly

Hi All,

We can now send last private note and last public note notifications to Slack easily for custom message by using the text versions of the variables as

• {{ticket.last_public_comment_text}} for {{ticket.last_public_comment}}

• {{ticket.last_private_comment_text}} for {{ticket.last_private_comment}} 

Thanks,

Priyo

Hi, loving that you are investing in the Slack integration! 

When will you be able to use the Slackbot as the sender of the message instead of the logged in user that enabled the integration?

Hi Erik,

We are happy that our customers are experiencing value thought the latest feature enhancement.

Slackbot evaluation is in progress. The features would be progressed in the order of my previous update on 27th Jan.

Thanks,

Priyo

Love the new slack integration over the old one. Being able to include company and requester info is great!

It would be nice to see a {{ticket.last_public_comment_text_100}} (and same for private) that truncated the field at 100 characters. When we send lengthy ticket responses (or receive one in) it sends the entire thing to the slack channel. We only need to see a "summary".

Chris,
    Glad that you loved the integration :)

 You can truncate any of our place holders using the '|' operator.
 {{ticket.last_public_comment_text |  truncate: 100}}  --> will truncate last public comment text to 100 characters
 {{ticket.last_public_comment_text |  truncate: 100, '...'}}  --> will truncate last public comment text to 100 characters and append '...' after truncating the text.

Regards,
Bala,
Product Developer,
Freshdesk.