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

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 Yoom's plan may not allow certain selections. A shorter setting is generally recommended.

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 about Freshdesk tickets.

On the first page, as before, modify the title and verify the account information, then proceed to the next step.

Next, enter each field to retrieve ticket information.
Use the same domain name as in the initial setup. The ticket ID is automatically reflected in the output, so no change is needed.

If necessary, select additional information and click "Test".

If the test is successful, detailed ticket information 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, then proceed to the next step.
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.

This setting allows for automatic response creation based on the ticket content.
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 content to be sent.

Select the channel ID from the options.
The message content is reflected in the output, so if there are additions, utilize 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.

Other Automation Examples Using Dify and Slack

In addition to the integrations introduced today, it is possible to achieve various automations by utilizing the APIs of Dify and Slack.

If you find something interesting, please give it a try!

‍‍Automation Examples Integrating Dify and Slack

When a message is posted on Slack, it is possible to automatically generate and respond using Dify's chatbot.
Additionally, when an inquiry email is received in Gmail or Outlook, you can create a response with Dify and notify Slack.

Example of Automation Using Dify

Create a Response with Dify and Notify via Chat Tool When There is an Inquiry through a Form

When there is an inquiry through Google Forms or similar, a response is created with Dify and automatically notified to Slack, Microsoft Teams, etc.

When a record is added to the database, append the summary content with Dify

When a record is added in Google Sheets or Notion, the summary content is automatically appended with Dify.

Example of Automation Using Slack

Notify Slack When a Task is Completed in a Project Management App

Automatically notify Slack when a task is completed in apps like Asana or Trello.

Notify Slack of Today's Schedule and Tasks Due Today

Automatically notify Slack of today's schedule from Google Calendar and tasks due today in Notion.

Notify Slack when a file is saved to cloud storage

Automatically notify Slack when a file is saved to Google Drive or similar services.

Benefits and Examples of Integrating Freshdesk with Dify

Benefit 1: Improved Response Speed and Efficient Workflow

By integrating Freshdesk with Dify and Slack, AI automatically generates response drafts when a ticket is created. By referring to these drafts, the support team should be able to proceed with responses quickly.
Additionally, notifications to Slack allow the entire team to share the situation, potentially strengthening collaboration. 

For example, when a new inquiry is registered in Freshdesk, Dify automatically generates a response draft, and its content is notified in Slack.
This allows the person in charge to promptly review the draft, make corrections or additions, and smoothly proceed with the reply process.
As a result, it should lead to improved speed and accuracy in customer support and enhanced team efficiency.

Benefit 2: Flexible Responses and Error Avoidance

The response drafts generated by Dify are not sent directly to the inquirer. By reviewing the drafts on Slack and making necessary corrections, you can prevent sending incorrect information.
This process should help maintain the accuracy of the information provided to customers. 

For instance, if the response draft generated by Dify contains inappropriate expressions or potentially misleading parts, the person in charge can correct them before sending a reply. Additionally, with notifications reaching the entire team on Slack, multiple members can review the content and provide feedback if necessary.

In this way, it should be possible to achieve flexible responses by combining the convenience of AI with human checks.

Benefit 3: Reduced Support Workload and Increased Productivity

In the series of processes for handling tickets, the integration of Dify and Slack should reduce the burden of manual tasks. If AI automatically creates initial responses and notifications are automated, the team members should be able to focus on important tasks other than handling inquiries.

For example, even if there are many tickets that need attention, AI efficiently generates response drafts, reducing the time needed for consideration by the person in charge.
Furthermore, with notifications to Slack, the entire support team should be able to grasp the situation simultaneously and proceed with tasks efficiently.

This should simplify the response process and improve the overall productivity of the team.

Conclusion

Yoom is a tool that allows easy integration of Freshdesk, Dify, and Slack without the need for programming.

By utilizing this system, you can reduce the effort required for customer support and expect to alleviate the burden on the entire team and improve quality.
Additionally, it should also achieve faster inquiry responses and strengthened team collaboration.
You can start for free, so why not try automation first!