Changelog

Sync Settings

Gain complete control over how messages and status updates are synced between your integration and Slack

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

  1. Access Sync Settings by navigating to Objects

  2. Choose your Message Sync Mode

  3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

Message Sync Mode

Determines how messages are synced between Slack and Freshdesk.

  • 2-way sync between Freshdesk and Slack thread: Replies from Slack are posted on Freshdesk, and comments from Freshdesk are synced to Slack.

  • Only forward sync from Slack thread to Freshdesk: Replies from Slack are posted on Freshdesk, but comments from Freshdesk are not posted back on Slack.

  • Only backward sync from Freshdesk to Slack thread: Only Freshdesk comments are posted on Slack, and replies from Slack do not go to Freshdesk.

  • No sync between Freshdesk and Slack thread: No comments are synced from Slack or Freshdesk.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

  • Sync key status changes from Freshdesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

  • No sync of status changes from Freshdesk to the Slack thread: No status updates are synced to Slack.

FAQs

  1. What happens if a requestor tries to change the sync settings from the request channel?

Ans: If a requestor tries to modify any of the sync settings from Slack - they see an error that points out that this setting is only accessible by responders.

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