Slack Integration : possibility to disable the snippet in a rule.

I would also add to this request, in cases such as ticket update or note added, the data snippet puts in the details of the original ticket (ie description during ticket creation), which when being notified in Slack is mis-leading since the reply received is completely different.

Alvaro

1+. The snippet is too big and small ticket updates pushs older ticketes from the screen.

I cant see how this is still an issue. 

Wouldering if freshdesk dev team dont understand this request. 

but as flexible as freshdesk is overall, I dont see why slack integration is the complete opposite of flexible. 

bottom line, for any slack post, freshdesk puts a big section of the original message. we'd like to be able to put what ever we decide to put for each case. that bic section eats up the space on the chat. 

showing here on the picture. 

I sadly had to start using zappier to integrate for new messages, 

PLEASE PLEASE PLEASE GUYS, MAKE THE SLACK INTEGRATION A LITTLE BIT MORE CUSTOMIZABLE. 

I'd love to use this for update tickets, assign tickets, and all this notifications in slack, so we can completely disable email notifications. 

Yes, please. Nobody needs this snippet-crap.

Posted in the other discussion - would very much like to have the ability to use a custom JSON payload.

Wow .. a year with no dev input .. it is a waste of space in slack .. we've been using it now a few months and are looking for other solutions to integrate with slack because too many of us are just ignoring the channel now because you have to scroll so much.

We are leaving freshdesk, too.

+1 to customizable/removable snippets

I'd like to add to my previous comment that we are completely unable to use the Slack integration because it displays personally identifiable customer information in the snippet.

it sucks. is terrible.

there is one solution: do it yourself

dont use the lousy integration fresh desk did

do it by pushing your own  Webhooks  to slack. 

you can control every detail of the message. but takes longer to configure. 

you need to read on slack side of API how to use  Webhooks and then put the URL into the notification rule. 

if you need any help, let me know. 

+1 On this. I had to mostly disable slack integration for this reason. It spits out so much data it drowns out communication between employees.

As the company I work for has to abide by HIPAA rules and regulations, we cannot enable Slack integration because we cannot control the standard Freshdesk Ticket data snippet, which shows email address and other sensitive information that our customers are including in the emails they send to our support team.

I would rather not have to use Zapier to work around this limitation.