Once you install the Slack App in your account, you can use automation rules to push messages to Slack for new tickets or ticket updates. Here's how you can set it up. 

  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin from the menu. Select Workflows and click on Automations.

  3. Choose the Tickets tab and under Ticket Creation or Ticket Updates, click on the New Rule button.

  4. Give your rule a name.

  1. Enter the ticket properties and triggering events or conditions for which the automation should be executed.

  2. For the Perform these actions: section, select Push to Slack option from the dropdown, and then select the appropriate Slack channel in the Push to dropdown.

  3. Enter your message under the Message block. You can customize the message with dynamic content using Insert Placeholder option.

  4. Click on Preview and Save, and then Save and enable.

    How to configure automation to send custom notification to specific Slack channel?


To learn more about sending custom email notifications in Freshdesk, please have a look at the following videos on Youtube.

  1. Custom Email Notifications: Sending Emails Automatically to Requesters from a Specific Company

  2. Custom Email Notifications: How to Automatically Convey SLA Expectations to High-priority Customers

  3. Custom Email Notifications: Automatically Inform Customers to Email Another Support Email Address

Please reach out to support@freshdesk.com if you require further assistance in setting up the automation rule.