Ticket Lifecycle Sync
Overview
Whenever the status of a Freshdesk ticket changes, Slack Channels automatically updates the linked Slack channel or thread — no manual steps needed. What happens in Slack depends on which escalation mode you’re using.
Dedicated Channel Mode
Status change → channel topic updated
Any time the ticket status changes to a non-resolved status (e.g. Open, Pending, or a custom status), the Slack channel topic is quietly updated to show the new status. No message is posted.
Resolved or Closed → message posted, channel archived
When a ticket is marked Resolved or Closed, Taroo Connect:
- Posts a summary card in the channel letting your team know the ticket is done.
- Archives the channel so it’s clearly marked as finished and no new messages can be sent.
The channel stays archived for as long as the ticket stays resolved. If you switch a ticket between Resolved and Closed, the channel gets the update and stays archived.
Ticket reopened → channel comes back to life
If a Resolved or Closed ticket is reopened in Freshdesk, Taroo Connect automatically:
- Unarchives the channel so it’s active again.
- Posts a message letting your team know the ticket has been reopened.
- Updates the channel topic to reflect the new status.
All your previous messages are still there — nothing is lost.
| What you do in Freshdesk | What happens in Slack |
|---|---|
| Change status (not resolved) | Channel topic updated |
| Mark as Resolved or Closed | Summary card posted → channel archived |
| Switch between Resolved and Closed | Summary card posted → channel stays archived |
| Reopen the ticket | Channel unarchived → reopened message posted → topic updated |
Shared Escalation Channel Mode
In this mode, each ticket has a thread inside a shared Slack channel rather than its own private channel. The shared channel itself is never archived — only a reply is posted to the relevant thread.
Status change → no action
Routine status changes (e.g. Open → Pending) don’t produce any message in the thread.
Resolved or Closed → reply posted in the thread
When a ticket is resolved or closed, a short reply is added to its thread:
- ✅ Ticket #N has been marked Resolved.
- ✅ Ticket #N has been marked Closed.
Ticket reopened → reply posted in the thread
When the ticket is reopened, another reply is added:
🔄 Ticket #N has been reopened with status <status>.
| What you do in Freshdesk | What happens in Slack |
|---|---|
| Change status (not resolved) | No action |
| Mark as Resolved or Closed | Thread reply posted |
| Reopen the ticket | Thread reply posted |
Need Help?
Email us at support@taroo.in and we’ll respond within one business day.
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