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Feedback on upcoming Freshservice + Slack Integration

To better support IT agent productivity & improve service levels for requestors, we are working on a Slack-Freshservice integration. 

Here are some of the scenarios we're considering:

- Allowing incident creation on Freshservice, from Slack : Requestors/Agents can create a ticket from a slack channel.

- Allow agents to receive notifications on Ticket Assignment/ updates/ upcoming SLAs etc (based on existing automation rules) on a Slack channel. 

- Agents can push an announcement created on Freshservice to users, on a Slack channel. 

- Send notifications to a Slack channel when a change/problem/release request is created.

We'd love your thoughts/feedback - specifically on whether the above functionality would be valuable to you. Also open to suggestions on any other use-cases you'd like us to consider.

(PS - Thanks Alan Burman for all your inputs! )

- Freshservice Product Team

5 people like this idea

Would love to have notifications to a Slack channel for new problem, change, and release tickets. And if it could send ticket SLA/response reminders, that could be helpful (or a nuisance, depending on the day, ha).

Can't wait for this integration!! This will really improve our workflow as we're trying to unify all communication into Slack. 

Wonderful....I can't wait to integrate the two.

It seems that tickets can only be published in Slack channels, but not in Slack private groups, and the later is exactly what we need.

@Zuriel Reyes - Great to know that!

@Brendon McCarthy and Amonzure - Great suggestions. I have tried to address each of your feedback, do checkout out my comments below. 

Ability to start a Slack conversation from the ticket page is a great feedback. We will take it up in our next enhancement. 

The rationale behind having 24 hour timeframe is to give more leeway to agents incase the agent sees the messages 10 minutes or an hour later. The best would be to make it configurable. We will definitely revisit this and come up with a best possible fix. 

In case of public channels, conversations are many-to-many, it would be difficult to capture the right context, hence we support ticket creation only from DM. 

As we’re programmatically creating bot and commands, it is not possible to custom name them. We will see if we can keep the names generic.

We had a constraint in enabling end-users use slack command as Slack allow only authenticated users to slash command. And authenticating all end-users via Freshservice cannot be supported, hence we are authenticating only agents. 


Freshservice Product Management

Thanks @Viminya for the reply. Why it works the way it does right now is helpful. For us, we need a support chat feature in FreshService (FreshDesk has had one for a long time). We thought some sort of integration with Slack might be able to provide some form of this, but ideally a web-based chat support tool would work best. If this web-based chat creates a private DM with the support agent assigned (on duty), then the Slack integration as is current could probably work. At the end of the day though, however it is implemented, we require a support chat tool that does not require the end user/requester to have Slack.

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