Joining & Inviting Collaborators

Joining an Escalation

Any agent with access to the ticket can join its Slack channel or escalation thread directly from the Freshdesk sidebar — no need to open Slack.

1. Open the ticket in Freshdesk.
2. Find the Slack Channels sidebar card. If you are not yet a member, a Join button is shown.
3. Click Join.

The button updates to reflect your membership. You can now view the full conversation and send messages from the sidebar.

Ticket Reassignment

When a ticket is reassigned, the newly assigned agent sees the same Join option on the sidebar card. Reassignment does not automatically add the new agent to the channel — they join explicitly when they are ready.

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Inviting External Collaborators

You can invite anyone to the Slack channel or thread — engineers, product managers, legal, finance, vendors — without them needing a Freshdesk account.

1. Open the in-sidebar chat panel (click View Channel or View Thread).
2. Use the invite option to search for and invite Slack users by name.
3. The invited users receive a Slack notification and can join the channel or view the thread in Slack.

Invited collaborators work entirely in Slack. Their messages appear in the agent’s sidebar chat panel in real time.

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Swarm Invite — @mention a Slack Usergroup

To bring an entire team in at once, mention a Slack usergroup in the chat composer.

1. In the composer, type @ followed by the usergroup handle (e.g. @engineering-team).
2. Select the group from the mention dropdown.
3. Send the message.

All members of the usergroup are batch-invited to the channel instantly. A bot message is posted to confirm who was added. Members who were already in the channel are not re-invited.

This works in organisations of any size — the batch invite handles groups of 10,000 or more members without degradation.

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