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Freshdesk

Create Freshdesk tickets and get new ticket notifications in Slack with Actioner. Start managing your Freshdesk tickets in Slack now!

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Actioner provides a seamless Freshdesk Slack integration. It allows your end users to create and track Freshdesk tickets in Slack with Actioner. ## Features - **Create Freshdesk tickets in Slack:** Call Actioner and **Create ticket** workflow; add fields such as subject, and description. - **Slack notifications for Freshdesk tickets:** Stay informed in your preferred Slack channel whenever a new Freshdesk ticket is created. - **Take Freshdesk actions on Slack:** Effortlessly create, and view Freshdesk tickets, update status, add your comments and much more within your Slack workspace. - **Add replies and notes:** Reply tickets publicly via ticket threads. Create internal notes for tickets only visible to agents through quick action buttons. ## How it works Actioner easily connects your Freshdesk & Slack seamlessly. Once you install the app, all you need to do is to connect to your Freshdesk and Slack and complete setup. After successful setup, your end users can create a Freshdesk ticket in Slack. Once a ticket is created in Slack or Freshdesk, Actioner sends a notification to your selected triage channel. Through these new ticket notifications, your end users can reply to tickets quickly within Slack.

Workflows

Add private note to ticket

This workflow can be used by agents to add a private note to a Freshdesk ticket

Assign ticket when 👀 reaction is added to a ticket

This workflow assigns the ticket to the agent that reacts the ticket message in the triage channel with the 👀 emoji

Create triage channel

This workflow create the triage channel

Update ticket

This workflow allows agents to update a Freshdesk ticket's properties.

Notify when there is a new reply

This workflow is triggered when there is a new reply on a ticket and it sends a DM to the requester and a message to the agent channel

Create ticket

This workflow is used by requester to create a new ticket in Freshdesk

Create webhooks in Freshdesk

This workflow is used to create the necessary webhooks on Freshdesk

Notify when there is a new private note

This workflow is triggered when there is a new private note on a ticket and it sends a message to the agent channel

Send message to channel when a ticket is created

This workflow is triggered when a new ticket is created and it sends a message to the agent channel

Update message when ticket is updated

This workflow is triggered when there is a new update on a ticket and it updates the DM and the message in Slack

Close ticket

This workflow is used by the requester to close the ticket

Reply to ticket

This workflow can be used by both requesters and agents to reply to a Freshdesk ticket

Reply to ticket via Slack thread reply

This workflow can be used by both requesters and agents to reply to a Freshdesk ticket by replying the ticket on Slack

Security & Compliance

Privacy & data governance

Data retention policy
For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security.  How long we keep your data prior to the deletion of data or termination of the contract between the customer and Actioner depends on the type of data, as described in further detail below:
Account data: Personal data that relates to customers’ relationship with the Actioner, including your workspace details, user accounts and your billing information. We retain your account information for as long as your account is active. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Services. Where we retain information for Service improvement and development, we take steps to eliminate information that directly identifies you, and we only use the information to uncover collective insights about the use of our Services, not to specifically analyze personal characteristics about you.
Configuration data: Any configuration or personal data that is required by Actioner to be functional for the customer, such as (a) applications and their sub-configurations like workflows, documents or functions, (b) credentials, connections and integrations with the third party providers, (c) identity and access management related personal data. Actioner stores and processes configuration data for the permitted purposes until the customer elects to delete such configuration data via the service and the customer is solely responsible for deleting configuration data.
Usage data: (a) Inputs, requests and form data provided by the end users or clients of the customer, (b) any data that is programmatically, periodically or automatically received through an integration of the customer, (c) any content stored as a result of processing a configuration data, (d) activity logs used to identify the source of service requests. Actioner deletes any stored usage Data sixty (60) days after the data is produced.
Data archiving and removal policy
For the most up to date policy information, always refer to: https://actioner.com/privacy-policy , https://actioner.com/gdpr and https://actioner.com/security.  Whenever a user account is deleted by a workspace admin, Actioner automatically deletes all data stored within the context of the deleted user account like profile information and the credentials / connections for the third party integrations. Whenever an app is deleted by an app admin, Actioner automatically deletes all data stored within the context of the app like tables, records, workflow, docs, files, etc. Whenever the workspace deletion is initiated by a workspace admin, Actioner automatically deletes all data stored within the context of workspace after a waiting period of 72 hours. After the waiting period, the deletion may take up to 10 days after the termination effective date. When any data is deleted, the archived copy of the data on Actioner’s backup systems will remain for 30 days and the backup data will be securely isolated and protected from any further processing, except as otherwise required by applicable law or regulation.
Data storage policy
At Actioner, ensuring the security of our users' data is paramount. To this end, we employ robust cryptography policies and practices. All data stored within our systems is encrypted at rest using the AES256 encryption standard, providing an additional layer of protection against unauthorized access. Furthermore, we uphold strict encryption standards for data in transit, both within our internal networks and over public channels. All data transmissions utilize TLS1.2 or higher encryption protocols, safeguarding information from interception or tampering. In terms of cryptographic key management, we rely on the AWS Key Management Service (KMS) for secure and controlled handling of cryptographic keys. This includes secure key generation, restricted access, secure storage, regular backups, and periodic rotation of keys. Our integration with AWS services streamlines the encryption process and enhances control over access to keys, thereby bolstering the overall security of our platform.We operate a comprehensive backup program at Actioner. This includes our internal systems, where our backup measures are designed in line with system recovery requirements. With respect to our cloud services, and specifically referring to you and your application data, we also have extensive backup measures in place. Our data backups are retained for 30 days with support for point-in-time recovery and are encrypted using AES-256 encryption.
Data center location(s)
United States
Data hosting details
Actioner is a cloud-native product whose infrastructure is hosted on industry-leading cloud provider Amazon Web Services (AWS). Actioner cloud services and data are hosted on Amazon Web Services (AWS). Where all our computing, messaging, network, and storage layers are located in the US West, our browser application is distributed via our CDN network all over the world. As a design standard, all Actioner services as well as the upstream computing, messaging, network and storage services are running on multiple availability zones (AZs) so that the traffic and the data are distributed among them. This design allows us to tolerate zone-specific failures with no downtime. This multi-zone high availability is the first line of defense for geographic and environmental risks and means that services running in multi-AZ deployments should be able to withstand AZ failure.
Data hosting company
Amazon Web Services (AWS)
App/service has sub-processors
Yes
Guidelines for sub-processors

Certifications & compliance

Data deletion request procedure

Security

Supports Single Sign On (SSO) with the following providers
Google, Slack, Okta
Supports Security Assertion Markup Language (SAML)
No
Has a dedicated security team
Yes
Contact for security issues
Has a vulnerability disclosure program
Yes
Vulnerability disclosure program URL
Vulnerability disclosure program covers Slack app
Yes
Has a bug bounty program
Yes
Bug bounty program URL
Requires third party authorization/connections
No
Third party services used by this app
Uses token rotation
No

Contributors

Actioner

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Security & Privacy

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