How to integrate Freshdesk, Dify, and Slack to create a draft response in Dify and notify Slack when a ticket is created in Freshdesk

Step 1: Integrate Yoom with Freshdesk, Dify, and Slack as My Apps

First, let's integrate the apps used in this flow with Yoom.
After logging into Yoom, click on "+ New Connection" from "My Apps" in the left menu.

When the app search window appears, enter the name of each app.

Integrating Freshdesk as My App

To integrate Freshdesk as My App, you need to enter the API key.
After logging into your account, click on the icon in the top right corner.

Go to "Profile Settings" → "Show API Key" and paste the displayed value into the Yoom screen.

Enter any account name and click "Add" to complete the Freshdesk My App integration.

Integrating Dify as My App

Before integration, please refer to the official website to add the app (chatbot).

Once the app is added, obtain the access token from there.
Click "Monitoring" in the left menu to quickly issue an API key.

Click "+ Create New Secret Key", copy the generated key, and paste it into Yoom.

Enter any account name and click "Add" to complete the Dify My App integration.

Integrating Slack as My App

Select the channel to notify messages from Yoom and click "Allow".

In the specified Slack channel, you need to select the app.
For more details, please refer to the link below.

How to Register Slack as My App

Once the My App integration is complete, it will be added to the list.

This completes the My App integration settings.
Next, we will move on to the detailed flow settings, so click "Try it" on the banner below to copy the template.

Step 2: Set Up App Trigger in Freshdesk

The initial setting is "When a ticket is created".
The first page reflects the account information of the Freshdesk integrated with My App.

If necessary, modify the title to something more understandable, verify the account information, and proceed to the next step.

On the next page, set the trigger activation interval.

The trigger activation interval can be set from 5 to 60 minutes, but note that it may not be selectable depending on the plan of Yoom.

Obtain the domain name from the Freshdesk URL and paste it, then click "Test" after creating a ticket for flow setup.
If the test is successful, ticket information can be obtained as output.

The output values vary depending on the ticket.
Once confirmed, click "Save" to complete the app trigger setup.

Step 3: Set Up Ticket Retrieval

The next setting is "Retrieve Ticket".
Set up to obtain detailed information on Freshdesk tickets.

On the first page, as before, modify the title and verify the account information before proceeding.

Next, enter each field to retrieve ticket information.
Enter the same domain name as in the initial setup. The ticket ID is reflected in the output, so no changes are necessary.

Select additional information if needed and click "Test".

If the test is successful, detailed ticket content can be obtained as output.
Once confirmed, click "Save" to complete the ticket retrieval setup.

Step 4: Set Up Sending Chat Messages

The next setting is "Send Chat Message".
Create a response based on the retrieved ticket information.

On the first page, as before, modify the title and verify the account information before proceeding.
On the next page, set the content to be sent to Dify.

The "query" is automatically reflected in the output. Set "user" to any value in half-width characters.

By setting this, responses tailored to the ticket content will be automatically generated.
Once all inputs are complete, click "Test".

If the test is successful, the response content generated by Dify can be obtained as output values.
Once confirmed, click "Save" to complete the chat message sending setup.

Step 5: Set Up Sending Messages to Slack

The final setting is "Send Message to Channel".
Notify the generated content to the specified Slack channel.

On the first page, as before, modify the title and verify the account information.

Next, specify the channel and set the details of the message to be sent.

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Select the channel ID from the candidates.
The message content is reflected in the output, so if there are any additions, use the output to input them.

Once all inputs are complete, click "Test".

The specified content has been notified to Slack.
With this, all settings are complete, so click "Save".

Finally, turn on the trigger to activate the flow.

The flow set up this time is as follows.

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Other Automation Examples Using Dify and Slack

Here are some other examples of automation using Dify and Slack.

Automatic Response to Outlook Inquiry Emails

This flow automatically creates response content using Dify for inquiry emails received in Outlook and notifies Slack.
It enables prompt initial responses and is expected to reduce the risk of missed responses. Additionally,

it makes it easier to share information across the entire team.

Streamline Inquiries with Google Forms

This flow converts inquiries submitted via Google Forms into response texts using Dify and automatically notifies them on Slack.
This can lead to improved response speed, which is expected to enhance customer satisfaction.

Additionally, reducing manual tasks can improve operational efficiency.

Streamline Chat Support with Channel Talk

This flow triggers Dify to generate responses and notify Slack when a chat is initiated in Channel Talk.
It is expected to improve the quality of chat support and enable rapid information sharing.

Additionally, a secondary effect of reducing workload can also be anticipated.

Summary

Yoom is a tool that allows you to easily integrate Freshdesk, Dify, and Slack without any programming.

By utilizing this system, you can reduce the effort required for customer support, alleviate the burden on the entire team, and improve quality.
It also enhances the speed of response to inquiries and strengthens team collaboration.
You can start for free, so try Yoom and take the first step towards efficiency!

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