Getting Started with Slack Channels
Prerequisites
Before installing, make sure you have:
- A Freshdesk admin account (required to install and configure the app).
- A Slack workspace on any plan (free or paid).
- Permission to install apps in your Slack workspace. Most Slack workspaces let admins approve apps — if yours restricts third-party apps, your Slack workspace admin will need to approve the Slack Channels app once during installation.
No per-agent Slack account authentication is required. Agents read and reply to Slack messages directly from the Freshdesk sidebar.
Installation
- Go to the Freshdesk Marketplace listing and click Install.
- Follow the prompts to grant the requested Freshdesk permissions.
- The app settings page opens automatically after installation.
Connecting Your Slack Workspace
- On the app settings page, click Connect Slack.
- You are redirected to Slack’s OAuth page. Sign in with your Slack account and select the workspace you want to connect.
- Review the permissions and click Allow.
- You are redirected back to Freshdesk. A success message confirms the workspace is connected.
This one-time connection covers the entire account — individual agents do not need to authenticate with Slack separately.
Choosing Your Escalation Mode
After connecting Slack, select how escalations are created:
- Dedicated Channel — each ticket gets its own private Slack channel.
- Shared Escalation Channel — each ticket gets its own thread inside a single pre-configured shared Slack channel.
See Dedicated Channel Mode and Shared Escalation Channel Mode for full setup instructions for each.
What Agents See
Once the app is installed, a Slack Channels card appears in the sidebar on every Freshdesk ticket. Tickets with no escalation show a Start Escalation button. Tickets with an existing channel or thread show the channel name and options to join or view the conversation.
Need Help?
Email us at support@taroo.in and we’ll respond within one business day. For accounts with 500 or more Slack users or specific onboarding requirements, mention that in your email and we’ll arrange assisted onboarding.
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