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Hello!

We @ the team members who need to be notified when we create a ticket by using their Slack handle, and the ticket then populates in Slack. I’ve noticed, however, that the slack handle doesn’t populate most of the time, and there seems to be little rhyme or reason as to why. 

First I thought it was preferring single usernames, like @megan, because I was seeing those go through, but then when I tagged an on-call person recently, @eng-on-call, it populated as well without issue.

Does anyone know how to fix this so it appropriately notifies the person?

Hi Megan 👋 Jacques here from support engineering.

Are you using Zapier to handle this Slack integration? Our native Slack App doesn’t handle notification customisation for Slack messages, so this wouldn’t be something native to our own app.

It looks like this question is very specific to your own workspace - our Support team would be best placed to handle this for you! I’d encourage you to contact them through the Messenger and they’ll reply as soon as they can!

Thanks! :)

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