Freshservice-Slack Enterprise Grid

Freshservice integrates with Slack to make collaboration at large organizations a breeze

Written by on February 1, 2017

Collaboration is fundamental to any organization – we recognized that and that was one of the reasons Freshservice built a deep integration with Slack late last year. That integration quickly became one of our most used since its release. This is why we’re excited to share that the Freshservice-Slack integration will be available for larger organizations with the launch of Slack Enterprise Grid.

What does this mean? It can be a challenge for any business to manage internal requests, deliverables, and deadlines. At large companies, that challenge is amplified as more people, processes, geographies, and tools are involved. The Freshdesk-Slack integration helps IT teams in large organizations by allowing users to easily create a ticket from a Slack conversation, seamlessly manage incidents from start to finish within the comfort of their favorite app, and meet the continually rising expectations of employees.

Here’s how the integration works to break down the complexities of bigger service desks:

  • Collaborate with ease, irrespective of team size: As workflow structures become larger and more complex, there is more coordination required by teams. The Slack integration helps IT agents cut through the layers and quickly resolve tickets with ease.
  • Save time by creating tickets directly from DMs: The ability to predefine conditions to convert DMs in Slack into tickets in Freshservice completely streamlines the process, which saves time and guarantees that no context is lost. Employees can use Slack to alert the support team of any impending problems, those DMs are then converted into support tickets with context from the chat history and support agents are able to work on solving the issue.
  • Stay updated with automated real-time notifications: Never miss a ticket update again with automated ticket notifications. Anytime a requester replies to a ticket, notifications are sent to the agents via channels or DMs allowing them to stay on top of tickets.
  • Filter noise and renew focus on priority issues: By filtering tickets by channel, agents can easily find the ticket they are looking for and work on those that need immediate attention. The integration also allows for control access to ticket details so other users in Slack don’t get bothered by unnecessary updates.

Check out the advantages of using Slack in your service desk, and learn more about how it works. Freshservice wants to make sure every customer is equipped with the tools you need to run your IT help desk and work across your organization. To install the integration with Slack or check out other solutions we work with, please visit: https://freshservice.com/service-desk-integrations/slack-communication

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