1.Detect eyes reaction on ticket message
Integrate Slack and chat events to detect eyes reactions on ticket messages to start ticket routing.
Set support ticket in progress and assign owner
Automatically monitor eyes reactions on Slack ticket messages across Slack and ticket systems. Set tickets to in progress and assign owners when ticket prefix matches, ticket IDs appear, or the eyes emoji is addedβso you can route work without manual routing.
How this automation assigns owners for in-progress tickets
When eyes reactions land on ticket messages but ownership is not assigned, tickets can stall in the wrong queue. This automation filters qualifying reactions, looks up the owner in Notion, extracts ticket IDs, and updates Freshdesk so your team can route tickets instantlyβwithout manual routing.
Slackor swap with your favorite app
2.Continue only for qualifying tickets
Integrate Filter by Zapier and routing rules to continue only for messages that match the ticket prefix and contain a ticket ID.
Filter by Zapieror swap with your favorite app
3.Find owner by Slack ID
Integrate Notion and database lookup tools to find the matching database item by Slack ID and return owner properties.
Notionor swap with your favorite app
4.Extract ticket identifier from text
Integrate Formatter by Zapier and regex tools to extract the ticket identifier from the message text.
Formatter by Zapieror swap with your favorite app
5.Build assigned owner field values
Integrate Code by Zapier and custom field logic tools to build the target custom field name and value from owner properties.
Code by Zapieror swap with your favorite app
6.Update ticket status and owner
Integrate Freshdesk and ticketing systems to update the ticket record with the assigned owner field and in-progress status.
Freshdeskor swap with your favorite app
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Explore all ticket routing automations
Accelerate ticket resolution with automated assignment rules, priority routing, and queue updates
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