need it doing today the groups on freshdesk is set Set Up Freshdesk Integration for 4 Shops via Slack/Teams (Group-Based Routing & Ticket Management)
Job Description: We are a company with four retail shops, each using a separate Slack or Microsoft Teams channel for communication. Our head office uses Freshdesk to manage and respond to internal support requests.
We’re seeking an experienced freelancer to configure a Freshdesk integration that connects all four shop channels to our single Freshdesk account, ensuring that tickets are routed and managed efficiently.
Key Requirements: Integrate Freshdesk with four different Slack or Teams channels, each representing a different shop
Use one Freshdesk account, configured with four separate groups (Shop A, Shop B, Shop C, Shop D)
Configure routing so that:
Tickets created in Shop A’s channel go to Group A
Tickets from Shop B’s channel go to Group B
And so on for Shops C and D
Assign one user per shop who:
Can create, view, and update tickets from their own shop’s Slack/Teams channel
Can follow the full ticket thread and updates within their platform
Ensure the head office team in Freshdesk can view, manage, and respond to all tickets centrally
Project Scope: Set up and test integration across all 4 Slack/Teams channels
Ensure end users at each shop can easily submit tickets
Enable designated shop users to manage tickets and see responses directly within Slack/Teams
Set up Freshdesk automation rules or workflows to assign tickets by channel to the correct group
Provide documentation or a short training walkthrough for shop users and head office
Requirements: Strong experience integrating Freshdesk with Slack and/or Microsoft Teams
Knowledge of Freshdesk groups, ticket assignment rules, and agent permissions
Ability to route tickets based on source channel and notify the correct managing user
Experience with automation tools (Zapier, Power Automate, or similar) or Freshdesk APIs if needed
Nice to Have: Ability to recommend efficient workflows for retail teams and head office
Experience building or managing custom Slack/Teams bots
Familiarity with Freshdesk reports and visibility settings for centralized tracking
Deliverables: Functional ticketing system across all 4 shops via Slack/Teams
Channel-based routing to appropriate Freshdesk groups
Ticket visibility and update capabilities for one shop manager per location
Central management capability for head office via Freshdesk
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