・
Are you struggling with issues like "It takes too long to respond to inquiries" or "Information sharing within the team is not smooth"?
In support operations, while quick and accurate responses are required, you may find yourself overwhelmed with responses, causing other tasks to be put on the back burner.
With an integrated workflow using Freshdesk, Dify, and Slack, you can automatically generate response proposals based on inquiry content and share them with the entire team through Slack.
This system should not only improve response speed but also reduce workload and strengthen team collaboration. And with no-code tools, anyone can easily set it up without specialized knowledge, so please give it a try!
This article introduces the integration method using the no-code tool "Yoom".
No complicated settings or operations are required, and it can be easily implemented by non-engineers.
You can start immediately using the template below, so please give it a try!
[What is Yoom]
Now, let's explain how to use the no-code tool Yoom to "create a response in Dify and notify Slack when a ticket is created in Freshdesk".
When a new ticket is created in Freshdesk, the flow to automatically generate the response content in Dify and notify Slack can be realized as follows.
Use Freshdesk's API to receive ticket information and create response content using Dify's AI generation feature. Then, utilize the API provided by Slack to notify the specified channel of the response content.
Generally, building such a process requires programming knowledge, but by using the no-code tool Yoom, it can be easily achieved without programming knowledge.
The general flow setup is as follows.
If you are not using Yoom, please register for free here.
If you are already using Yoom, please log in.
First, let's integrate the apps used in this flow with Yoom.
After logging into Yoom, click "+ New Connection" from "My Apps" in the left menu.
When the app search window appears, please enter the name of each app.
To integrate Freshdesk as My App, you need to enter the API key.
After logging into your My Page, click the icon in the upper 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.
Before integration, please add an app (chatbot) by referring to the official website.
Once the app addition is complete, obtain the access token from there.
Click "Monitoring" in the left menu to immediately 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.
Dify My App Registration and Integration
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.
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.
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.
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.
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.
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!
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.
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.
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.
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.
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.
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.
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!
