Notify agents of updates in Slack

Our company heavily relies on the Slack for all internal communication. It’s such a shame there is currently no way to receive notifications as an Agent within Slack. They either need to be constantly within the application or checking their emails.

The Servicebot Integration definitely needs some work.

Hello @deepak.raikar and @jenneva 

I completely support the idea of having Slack notifications for ticket updates within Freshdesk. It's crucial for efficient communication, especially for teams heavily relying on Slack like ours.

To address this concern, consider using the automation module along with the Freshworks Marketplace Slack integration. Here's a brief guide:

Here's a quick guide on setting up the automation:

1. Involves any of these events: Ticket is Updated
2. Perform these actions: Push to Slack
3. Use the Liquid filter to match the emails of your agents with their Slack usernames. Liquid filters help associate the correct Slack username with each agent's email.

{% capture agent %}
{% case ticket.agent.email %}
   {% when "john.dou@company.com" %} @j.dou
   {% when "alex.truman@company.com" %} @a.truman
   {% when "pall.smith@company.com" %} @p.smith
{% else %}
    ⚠️error
{% endcase %}{% endcapture %}
{{ agent }}

By following these steps, your agents can receive timely updates on ticket changes directly in Slack. This serves as a handy workaround until an official solution is implemented 😉

 

Upvoting. 

This would be nice to have, we have use cases when some teams don’t work in emails at all and waiting for 2-3 new very specific tickets in the freshservice UI is just inconvenient. Pushing agent notifications to slack/teams service bot is a must have.