I would love it if it were possible to notify a channel on a customer response, rather than on a public note. This would allow our support team to monitor responses from customer, not also see every response made by our support team as well. (shows as a public note)
Please do let me know if this is a config error on my part.
For the integration --- I selected ONLY to be notified in SLACK when a new note is created.... thought this would be GREAT.... and it was, except for one major PROBLEM.... it sends a notification to slack for every time our team responds to a ticket in Freshdesk === completely NOT USEFUL!
IDEALLY --- only send notification to SLACK for new "Note" added to ticket (this would be really useful).... but do NOT send notification to slack each time our team responds to a ticket (annoying, not useful)
almost 3 years ago
very easy to do with a specific observer rule
1 person likes this
about 1 year ago
As Arnaud pointed out, you can use the Observer rule to trigger a slack notification whenever there's a requester response on the ticket.
You can set the conditions for the rule as "reply is sent -> by requester" and then set the actions to trigger the slack notification.
2 months ago
Hi Aravind, which conditions would you use to be able to do this?