Collaboration apps foster a streamlined platform for teams to work together. Slack enables teams to collaborate and work closely with each other to get work done. Integrating Slack and Freshdesk not only enables agents to be aware of the tickets assigned to their group without leaving their Slack workspace but also collaborate with other members on Slack who can help with resolving the issue quickly. With the latest version of the Slack app, agents can now: Create and update tickets directly from Slack messages. Also, add private notes and even reply to customers, without having to switch to Freshdesk. Resolve issues faster by allowing tickets from Freshdesk to be posted to relevant channels automatically, with real-time updates. Deliver stellar customer support, by collaborating with other team members and non-Freshdesk agents in the organization, right within Slack.

The detailed steps for installation has been listed out here https://support.freshdesk.com/support/solutions/articles/50000001687-simplifying-collaboration-using-the-latest-slack-app