To ensure that your rules are not affected, please follow the following steps in the given order, If you have set up automation rules based on some channels, and then delete those channels on Slack, the rules on Freshdesk will start failing. We strongly recommend that you remove Push to Slack actions from all automation rules that make use of Slack’s features and then disable the app to avoid any misunderstanding. If an automation rule has a Push to Slack action and another non-Slack action to be executed, disabling the app will prevent only the Push to Slack action from being executed. But, the Push-to-Slack action in these rules will not be executed. If you have set automation rules for triggering notifications to Slack but end up disabling or uninstalling the app, the rules will still be visible in your automations' settings page. If you want agents to be able to use Slash Commands, Select “Allow slash command” and click Update. If you want to configure automation rules to update agents via Direct Messages about changes to their tickets, make sure “Allow DM to agent” is selected. Up to 20 channels each of public and private type can be added. These are the channels that you will be able to use while setting up automation rules. Select the public and private channels that you want the helpdesk to have access to.Once authorized, you will be returned to the app configuration page. Use a Slack account that has admin user privileges with access to all Slack channels. You will be asked to sign into your Slack account and authorize Freshdesk. Search for the Slack app and enable it.You will be redirected to the Apps section. On the top-right corner, click on the Marketplace icon and click Marketplace Apps.Log in to Freshdesk as an administrator.Receive DM agent notifications in Slack from Freshdesk-bot user instead of Admin.Use slash commands in both public and private channels in addition to DMs. Agents can authorize this command through Freshdesk agent portal without inserting the API token. Use create_fd_ticke t slash command to create tickets from Slack, this way you can avoid creating slash commands for individual accounts.Use the Freshdesk 'Create Ticket' slash command to convert Direct Message (DM) discussion with peers and customers directly to support tickets.Send Direct Messages (DMs) to support agents about tickets that have been assigned or updated in their queue.You can even use this feature to link a Freshdesk Group to a mirroring Slack Group. Use the same automations to post to a private channel if you wish to keep a select group of users updated about specific ticketing events.Use automation rules to post messages about tickets in your organization’s public Slack channels automatically so that your team is aware of what is happening.You can use Freshdesk’s powerful automation systems to keep your team in sync with ticket changes in your helpdesk. Integrating Freshdesk and Slack allows you to keep various groups on Slack updated about the status of tickets in your helpdesk. Use slash commands to convert Slack DMs to tickets Notify ticket creation and update events to the agent as a Slack Direct Message Notify ticket creation and update events to public or private channels in Slack
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