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To control these alerts, change the Freshdesk or Salesforce integration to decide which events reach Slack and where they go. Change Slack notification preferences to decide how Slack alerts an individual about messages it has received. Those settings solve different problems: silencing a device banner will not remove a post from a channel, and changing integration routing will not adjust a member’s alerts for other Slack messages.
First identify where the notification is coming from
Before changing settings, note what triggered the alert and where you see it:
- A Freshdesk ticket event: Check the Freshdesk Slack app or its automation rules.
- A Salesforce record event: Identify which Salesforce integration is installed; Slack’s own legacy Salesforce app is unsupported.
- An ordinary Slack message alert: Adjust the affected member’s Slack notification preferences.
A channel post, a direct message, an item in Slack Activity, and a desktop or mobile banner are not interchangeable. Route or filter the event at its source integration; adjust Slack preferences when the message is already in Slack but the wrong person or device is being alerted.
Control Freshdesk ticket alerts
Freshdesk’s latest Slack app supports group-to-channel mapping and priority-based ticket selection. Freshdesk documentation distinguishes this app from older customer setups, including customers who signed up before December 2025, so check which experience your account uses before following a path.
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Use the latest app to map groups and filter by priority
- Have a Freshdesk admin install the latest Slack app and link the Freshdesk domain using an API key.
- Open the app settings and map the Freshdesk groups whose tickets should appear to the appropriate Slack channels.
- Choose whether to send tickets of selected priorities rather than every ticket from a mapped group.
Freshdesk says you can map public or private channels; the person configuring the mapping must belong to a private channel. Freshdesk also notes that ticket updates in this latest app can take up to five minutes to appear in the relevant channel. Allow for that delay before treating a recent update as failed.
Use automation rules for more specific ticket conditions
If your account uses Freshdesk workflows, review Admin > Workflows > Automations, including the rules for ticket creation and ticket updates. Check each rule’s criteria, destination channel, and any custom Slack message. Automation rules can send channel notifications or direct messages to agents; administrators control whether direct messages and slash commands are allowed in the integration configuration.
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The automation documentation was modified in June 2022, so labels and exact screens may differ in your tenant. If you disable or uninstall the Slack app, existing automation rules can remain visible even though their Push-to-Slack actions no longer run. Remove or revise those actions when retiring the integration to avoid leaving inactive rules behind.
Choose the Freshdesk route that matches the filtering you need
| Route | Filtering and destination | Who configures it |
|---|---|---|
| Latest Freshdesk Slack app | Maps groups to channels and can select ticket priorities; private-channel mapping requires the configuring user to be a member. | Freshdesk admin, through app setup and settings. |
| Freshdesk automation rules | Uses ticket creation or update criteria; can send a channel post or an agent direct message, subject to integration settings. | Freshdesk admin, through workflow automations and integration configuration. |
Neither route is established as universally preferable. Use the route available in your account that can express the event conditions and destination you need.
Control Salesforce alerts—and check whether the app is still supported
Start by identifying the Salesforce app or integration generation in your workspace. Slack’s help article calls its own Salesforce app legacy and unsupported, and recommends Salesforce-built integrations. Do not treat instructions for the Slack-built app as the current recommended setup.
For an active Salesforce connection
Check that the Slack/Salesforce connection is active and that the relevant member accounts are mapped correctly before changing personal Slack preferences. Slack notes that disconnecting the Salesforce connection can stop dependent features, including Salesforce notifications. If your setup relies on custom alerts for Salesforce objects or records, ask the Salesforce administrator to confirm that the applicable integration and package version meet the documented requirements before following older setup instructions.
For eligible teams: Sales Home notifications
Slack Sales Home is another Salesforce-related notification route for eligible workspaces and roles. Members can create notifications, and administrators can create notifications and manage destinations and restrictions. Availability depends on the workspace plan and assigned roles; some notification setup is desktop-only. Check those conditions in your workspace before relying on Sales Home.
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Slack’s legacy instructions describe three alert types. They are useful for recognizing an existing configuration, not as a recommendation to install or depend on the unsupported app.
| Legacy alert type | What it was intended to notify about |
|---|---|
| My Alerts | Changes to records assigned to the member. |
| Channel Alerts | Selected records or objects posted to a channel. |
| Bulk Alerts | Changes to a selected record type. |
Slack’s legacy documentation explicitly says the instructions are for reference only because they apply to the now-unsupported Slack-built Salesforce app.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Adjust Slack alerts for one person or device
If a message is already reaching Slack but one member is not being alerted as expected, open profile picture > Preferences > Notifications. Review desktop and mobile delivery, the choice between Everything and Mentions and direct messages, and any schedules, keywords, or channel exceptions that apply.
These are member-level alert controls. They do not change Freshdesk or Salesforce event routing into channels. Freshdesk mobile-app notifications are separate again: Freshdesk documents agent settings for status changes, new responses, assignments, new tickets, and tagged notes.
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Troubleshoot missing or unwanted alerts
- Locate the message. Determine whether the event is a Freshdesk ticket, a Salesforce record change, or an ordinary Slack message, and whether it appears in a channel, direct message, Slack Activity, or only as a device alert.
- Check source routing. For Freshdesk, inspect group and priority mappings or the matching automation rule’s criteria and destination. For Salesforce, identify the integration generation and check the active connection and member mapping.
- Check member-level delivery. If the message is in Slack but the person misses the alert, inspect that person’s delivery choices, notification mode, schedule, and channel exceptions.
- Allow for documented delay. Freshdesk says latest-app ticket updates can take up to five minutes to appear in a channel.
- Review integration lifecycle and access. Confirm that an app has not been disabled or uninstalled while automations still reference it, and verify the plan and role requirements for Sales Home where relevant.
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