Every Freshdesk ticket gets its own Slack channel.
Stop chasing escalations across Slack DMs. Slack Channels gives every complex ticket a dedicated Slack channel — or an escalation thread — accessible right inside the Freshdesk sidebar. Agents stay in Freshdesk. Engineers, managers, and vendors work in Slack. Both sides see the same real-time conversation. Nothing gets lost.
21-day free trial · No credit card required
Up and running in minutes. Productive from the first escalation.
One admin setup. Every agent on your team gets the full experience immediately.
Connect once
Admin installs the app and authorises it with Slack via OAuth. No per-agent setup. No Slack admin rights required for day-to-day use. Choose Dedicated Channel or Shared Escalation Channel mode — switch any time.
Escalate in one click
Agent opens any ticket and clicks Start Escalation. A private Slack channel — or a thread in the shared escalation channel — is created instantly, named after the ticket, with context already pinned.
Collaborate in real time
Agents reply from the Freshdesk sidebar. Engineers and managers reply in Slack. Both sides see the same conversation at the same time. When the ticket resolves, the channel archives automatically.
From DM chaos to structured escalation
- Agent copies the ticket link into a Slack DM — one person gets it
- Engineers reply in three separate threads; nobody knows which has the fix
- Manager is in a different DM; customer success is in another
- Resolution sits in a private DM, invisible to the agent and the ticket
- Ticket stays open while the team hunts for "who said what and where"
- Reopened tickets have no context — everyone starts over
- One click creates a private Slack channel named after the ticket — the whole team is in
- Already have a Slack thread running? Paste the link and it's connected to the ticket instantly
- Agents read and reply to the Slack conversation from inside the Freshdesk sidebar
- @mention a usergroup and every member is batch-invited in one action
- Ticket context is pinned the moment the channel is created — no catch-up required
- Channel topic shows current ticket status; resolving archives the channel automatically
- Reopened tickets unarchive the channel with the full conversation history intact
Everything you need
Built for real support team workflows. Every feature designed for speed and clarity.
Slack in your sidebar. Never leave the ticket.
The full team Slack conversation lives inside the Freshdesk ticket sidebar. Agents read every message, reply with rich text, @mention collaborators, and send files — all without opening Slack. Freshdesk on one side. The Slack channel on the other. One window.
One click. One channel. The whole team, instantly.
Hit Start Escalation and a private Slack channel is created — named after the ticket, with the full ticket subject and description pinned. Every collaborator who joins arrives with full context. No briefing required, no explaining the issue twice.
Dedicated channels or shared threads. Your call.
Choose Dedicated Channel mode — a private Slack channel per ticket — or Shared Escalation Channel mode, where every ticket gets its own thread inside a single channel your team already uses. Enterprise orgs that restrict channel creation get the same connected workflow. Admins configure it once; agents never notice the difference.
Record voice and video. Right from the sidebar.
Share a voice walkthrough of the workaround, a screen recording of the bug, or a quick video update — all from the Freshdesk sidebar. Files land in the Slack channel instantly and are visible to the whole team. No Loom, no tab switching, no "I'll send you a recording later."
Thread already running in Slack? Link it to the ticket in seconds.
Sometimes the conversation starts in Slack before anyone opens a ticket. Paste the thread permalink into the sidebar and the app links it instantly — posting a notification to the thread so everyone knows it's now tracked. When the link is no longer needed, one click delinks it cleanly, posts a delink notification, and leaves no orphaned state behind. Role-based access control lets admins decide which agents can link or delink threads.
Resolved ticket. Archived channel. Zero manual cleanup.
Every status change in Freshdesk updates the Slack channel topic automatically — the whole team sees where the ticket stands without opening Freshdesk. Resolve a ticket and the dedicated channel archives immediately. Reopen it and the channel unarchives with the full conversation history exactly where it left off.
@mention a group. The whole on-call team joins.
Type a Slack @usergroup in the composer and every member is batch-invited to the channel instantly. Configure Auto Swarm Groups to assemble your on-call team automatically the moment an escalation is created — no manual invites, no hunting for names. Works reliably in workspaces with 10,000 or more members.
Built to the last detail
In-Sidebar Chat Panel
Read and reply to the full Slack conversation from inside the Freshdesk ticket. No tab switching, ever.
One-Click Escalation
Start Escalation creates the channel and pins ticket context in under two seconds.
Auto-Swarm Groups
Configure usergroups to be auto-invited to every new escalation channel the moment it's created.
Audio & Video Clips
Record voice notes and short video messages from the sidebar — no third-party recording tools.
Lifecycle Sync
Channel topic tracks ticket status. Resolve archives the channel. Reopen restores it with full history.
Two Escalation Modes
Dedicated Channel or Shared Escalation Thread — switch anytime without affecting existing tickets.
Link & Delink Existing Threads
Paste a Slack thread permalink to connect an in-flight Slack conversation to any ticket. Delink just as easily when the work is done.
Role-Based Permissions
Admins control who can Create, Join, Link, Delink, and Reply by Freshdesk role — no permission leaks, no agent overreach.
No Freshdesk License for Collaborators
Engineers, product managers, vendors — anyone joins via Slack without needing a Freshdesk seat.
Rich Attachments
Share files, screenshots, config exports, and recordings directly in the escalation channel.
Enterprise Scale
Tested with workspaces of 10,000+ members. @mention search and batch invite work without degradation.
Built on trust. Open to your whole team.
Enterprise-grade security without friction. And collaboration that reaches every stakeholder — no extra licenses, no new logins.
Security
OAuth 2.0 Authorization
The Slack connection uses official OAuth 2.0. No passwords or tokens are stored by Taroo. The integration is authorized as a one-time admin action and can be fully revoked from Slack's Connected Apps page at any time.
Private Channels, Always
Every escalation channel created by the app is private. No escalation is ever broadcast to a general or public Slack channel. Only explicitly invited members can see the conversation — nothing leaks to the wider workspace.
Minimal Permission Scopes
The app requests only the Slack permissions it needs — create channels, invite members, post messages. It cannot read your direct messages, access message history in existing channels, or act on behalf of individual users.
Admin-Controlled Configuration
Only Freshdesk admins can connect the integration, choose the escalation mode, or configure Auto Swarm groups. Individual agents operate within the guardrails the admin defines. No agent can change workspace connections or access settings.
No Customer Data Stored Externally
The app never persists customer data outside Freshdesk. Slack channel names and pinned context reference ticket IDs and subject lines only — no PII or ticket content is written to any external database.
Audit Trail Preserved on Archive
When a ticket resolves and the channel archives, the full conversation history is preserved inside Slack and recoverable the moment the ticket reopens. Nothing is deleted — full audit trail stays intact.
Team Accessibility
No Freshdesk License for Collaborators
Engineers, product managers, legal counsel, and vendors participate in escalation channels through Slack without needing a Freshdesk account. Your full organization is reachable without buying additional support licenses.
Native Mobile Notifications
Slack's native iOS and Android apps deliver escalation channel messages to on-call engineers wherever they are. Escalations reach the right people on any device — no special mobile setup, no separate notification tool.
No Slack Admin Needed for Daily Use
After the one-time admin setup, agents start escalations, @mention collaborators, and manage channels without Slack admin privileges. Day-to-day use is friction-free for every agent on your team.
@usergroup Invitations
Instead of finding and adding team members one by one, agents type a Slack @usergroup name and every member joins instantly. Entire on-call rotations, product squads, and escalation teams are reachable in a single action.
Shared Thread Mode for Restricted Workspaces
Enterprise organizations that restrict channel creation can use Shared Escalation Thread mode — every ticket gets a dedicated thread inside one shared channel. Full connected workflow with no workspace policy changes required.
One Canonical Conversation
Every message, update, file, and decision lives in one place — the escalation channel tied to the ticket. No hunting through private DMs or parallel email threads. The complete context is accessible to every team member, any time.
Simple pricing
Start free, pay when you're ready.
Free Trial
Full access to all features for 21 days. No credit card required.
Paid
Per-agent pricing. Install directly from the Freshdesk Marketplace.
The problem every Freshdesk team knows
Right now, somewhere on your team, an agent is copying a ticket link into a Slack DM. An engineer is replying in one thread. A manager replied in a different one. Nobody knows which thread has the fix. The ticket sits open while the resolution hides somewhere in Slack — unanchored, invisible to the agent, disconnected from the work.
Slack Channels ends that.
Every escalation, every complex ticket, every cross-functional case gets a single shared space — a dedicated Slack channel or escalation thread — linked to the ticket and accessible to everyone who matters. Agents work inside Freshdesk. Engineers and managers work in Slack. They’re reading the same conversation at the same time.
Who this is for
Complex tickets don’t get resolved by one person. When a production outage hits an enterprise customer, you need an engineer, a customer success manager, a billing rep, and possibly someone in legal — all working the same problem at the same time.
Without this app, that coordination happens across three Slack DMs, one email thread, and a private note in the ticket that only the agent sees. The customer waits. The resolution drags.
Slack Channels is for support teams that run on Freshdesk and Slack — specifically teams handling escalations, enterprise B2B cases, incidents, and any ticket where more than one team is required to close it.
Prerequisites
- A Slack workspace where your team communicates (any paid or free Slack plan)
- Freshdesk admin connects the app to Slack once via OAuth — no per-agent authentication required
- No Slack admin rights needed for day-to-day use; initial installation requires a workspace admin to approve the app once
For accounts with 500 or more Slack users, or specific onboarding requirements, contact support@taroo.in for assisted onboarding.
Ready to try Slack Channels?
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