How does the Freshdesk-Slack integration work?

Slack’s widely successful team-messaging service works effortlessly with Freshdesk to ensure there’s no communication gap between teams. Here’s a look at the working and specifics of the Freshdesk-Slack integration.

Tune out the noise

Send tickets to the appropriate channels on Slack. Ensure that your team members focus only on tickets that are meant for them

End to end convenience

Create tickets with fewer clicks using Shortcuts.  In addition to this, agents can review, update and resolve tickets without leaving their Slack workspace

Context-driven collaboration

Reduce friction while collaborating with multiple members by having all the necessary information about the ticket right inside Slack 

Facilitate cross-team assistance

Solve complex tickets with ease by inviting members across various functions on Slack

Why Freshdesk?

Streamline Support

Prioritize, categorize, and assign incoming tickets to the right people, so your overall SLA is not affected.

Work as a team!

Loop in teammates, split tickets, and work together as a team to resolve queries faster.

Provide omnichannel support

Unify all support channels like email, call, chat, social, and website to provide a single platform to boost agent productivity.

 

Automate repetitive tasks

Leverage the smart automation features to automate ticket prioritization and assignment from multiple channels to provide faster resolutions.

 

Provide actionable insights

With Freshdesk's Analytics, analyze specific KPIs to help improve your team's performance.

Balance workload better

Assign incoming tickets based on an agent’s skill, workload, or in a round-robin fashion to divide workload efficiently.