Freshservice + Slack

Create a ticket in Freshservice when a specific reaction is added to a Slack message

Need an easier way to create new tickets in Freshservice for issues that are reported in Slack? With this Zap template, it's as easy as reacting with an emoji. Set up this workflow, and you can add new tickets automatically every time you react to a message in Slack with a particular emoji, cutting out the need to copy/paste all the info over manually.

When this happens...
New Reaction Added
Triggers when a reaction (aka reactji) is added to a message in a public #channel.
TriggerInstant
automatically do this!
Create Ticket
Create a ticket in Freshservice for your domain.
ActionWrite

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Supported triggers and actions

What does this mean?

- Trigger for Bot Messages?
Trigger
Instant
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- ChannelRequired
- Trigger for Bot Messages?
Trigger
Instant
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- Channel
- User Name
- Shared
Trigger
Instant
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- ChannelRequired
- Trigger for Bot Messages?
Trigger
Instant
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New Saved Message
Triggers when you save a message.
Trigger
Instant
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- TextRequired
- Remind when?Required
- Remind who?
Action
Write
- ChannelRequired
- Message TextRequired
- Send as a bot?
- Bot Name
- Bot Icon
- Include a link to this Zap?
- Attach Image by URL
- Auto-Expand Links?
- Link Usernames and Channel Names?
- Schedule At
- File
- Thread
- Send Channel Message?
- Zap Id
Action
Write

- Channel NameRequired
Action
Write
- ChannelRequired
- TopicRequired
Action
Write
- Status Text
- Status Emoji
- Expiration Time
Action
Write
Delete Message
This action deletes an existing message in a specific channel on Slack. You need to provide the channel ID and the message timestamp as inputs.
Action
Write
Remove User from Channel
This action removes a specified user from a specified channel in Slack.
Action
Write
Find Public Channel
This action will find a public channel in Slack using either the channel's ID or name.
Action
Write
Get Message by Timestamp
This action retrieves a specific message from a conversation history in Slack using the message's timestamp.
Action
Write
- EmailRequired
- Return Raw Results?
Action
Search
- Full NameRequired
- Return Raw Results?
Action
Search
New Ticket
Triggers when there is a new ticket is created in Freshservice.
Trigger
Instant
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Update Ticket
Triggers when a Ticket is updated.
Trigger
Instant
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- Ticket NoRequired
- NotesRequired
- PrivateRequired
Action
Write
- First NameRequired
- Last Name
- Job Title
- Primary EmailRequired
- Mobile Phone Number
- Work Phone Number
- Address
- Background Information
Action
Write

New Channel
Triggers when a new #channel is created.
Trigger
Instant
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- Include Alias
Trigger
Instant
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- User Name
- Highlight Word
- Trigger for Bot Messages?
Trigger
Instant
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- Channel
- Reaction
- User
Trigger
Instant
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New User
Triggers when a new Slack user is created / first joins your org.
Trigger
Instant
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- ChannelRequired
- UsersRequired
Action
Write
- Send Multi Message
- Message TextRequired
- Send as a bot?
- Bot Name
- Bot Icon
- Include a link to this Zap?
- Attach Image by URL
- Auto-Expand Links?
- Link Usernames and Channel Names?
- Schedule At
- Zap Id
Action
Write
- ChannelRequired
- Message TextRequired
- Send as a bot?
- Bot Name
- Bot Icon
- Include a link to this Zap?
- Attach Image by URL
- Auto-Expand Links?
- Link Usernames and Channel Names?
- Schedule At
- Zap Id
- File
- Thread
- Send Channel Message?
Action
Write
- First Name
- Last Name
- Title
- Email
- User
Action
Write
- HTTP MethodRequired
- URLRequired
- Query String Parameters
- Headers
- Additional Request Headers
- Body
Action
Write
Retrieve Thread Messages
This action retrieves all the messages sent to a specific thread in a selected channel.
Action
Write
Create Private Channel
This action creates a private channel in Slack.
Action
Write
Edit Message
This action updates a specific message on Slack. You need to provide the Channel ID, the Timestamp of the message to be edited, the new text for the message, and a boolean to indicate if you want to edit a bot message.
Action
Write
- Search QueryRequired
- Sort By
- Sort Direction
Action
Search
- IDRequired
- Return Raw Results?
Action
Search
- UsernameRequired
- Return Raw Results?
Action
Search
New User
Triggers when a new User is created.
Trigger
Instant
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Update User
Triggers when a user is updated.
Trigger
Instant
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- SubjectRequired
- EmailRequired
- DescriptionRequired
- Priority
- CC Emails
- Ticket StatusRequired
Action
Write
- Api Docs Info
- HTTP MethodRequired
- URLRequired
- Query String Parameters
- Headers
- Additional Request Headers
- Body
Action
Write

About Freshservice

Freshservice is an online, cloud-based IT Helpdesk which is ITIL ready.

Related categories

Server Monitoring

About Slack

Slack is a platform for team communication: everything in one place, instantly searchable, available wherever you go. Offering instant messaging, document sharing and knowledge search for modern teams.

Learn more

Related categories

Team Chat

Freshservice + Slack

Create a ticket in Freshservice when a specific reaction is added to a Slack message

New Public Message Posted Anywhere

Trigger for Bot Messages?

New Message Posted to Channel

Trigger for Bot Messages?

New File

Channel

User Name

Shared

New Message Posted to Private Channel

Trigger for Bot Messages?

New Saved Message

Add Reminder

Remind who?

Send Channel Message

Send as a bot?

Bot Name

Bot Icon

Include a link to this Zap?

Attach Image by URL

Auto-Expand Links?

Link Usernames and Channel Names?

Schedule At

File

Thread

Send Channel Message?

Zap Id

Create Channel

Set Channel Topic

Set Status

Status Text

Status Emoji

Expiration Time

Delete Message

Remove User from Channel

Find Public Channel

Get Message by Timestamp

Find User by Email

Return Raw Results?

Find User by Name

Return Raw Results?

New Ticket

Update Ticket

Add Notes to a Ticket

Create Requester

Last Name

Job Title

Mobile Phone Number

Work Phone Number

Address

Background Information

New Channel

New Team Custom Emoji

Include Alias

New Mention

User Name

Highlight Word

Trigger for Bot Messages?

New Reaction Added

Channel

Reaction

User

New User

Invite User to Channel

Send Direct Message

Send Multi Message

Send as a bot?

Bot Name

Bot Icon

Include a link to this Zap?

Attach Image by URL

Auto-Expand Links?

Link Usernames and Channel Names?

Schedule At

Zap Id

Send Private Channel Message

Send as a bot?

Bot Name

Bot Icon