Right now, the only way to send a notification to Slack is through workflows, which generate large, uneditable messages that include the cleints conversation and end up cluttering the channel.
Ideally, we’d like to streamline this by introducing a button within Slack. When clicked, the button would send a cleaner, more concise message to the channel that includes the ticket link and an optional note that we can write beforehand.
The goal is to keep the channel tidy and make the interaction more intentional—similar to how side conversations work in Intercom. At the moment, the issue with side conversations are they reopen closed tickets and don’t provide a clear link back to Intercom. This creates friction for the Slack team, who often need to investigate the ticket after the customer has already been handled.
