Right now, when Freshdesk sends a Slack DM, the DM is "from" the user who matches the Slack API key in Freshdesk. As a result, all Freshdesk DM messages show up in slack as private messages between the API user and the user the message is destined for. Pretty much all new Slack integrations are done via Slack bot's so the messages come from the bot instead of the API user. We'd love to see this implemented as right now it's extremely confusing inside Slack to receive a direct message, and it creates noise in existing DM conversations on Slack.
BTW - this topic seems to have been deleted so I've re-added it. I'm not sure why it was deleted?