Currently, we have the Hubspot/Slack integration set up. It does a great job of sending a notification to our slack channel with the new helpdesk ticket information (including the originating email text) but doesn’t currently support sending notifications that show the customer response.
Right now, you can set up a workflow to trigger a notification when a reply comes but I would love to see the slack integration support showing what that reply is.
We use the slack integration as a notification to our support team of what’s tickets are coming in to our general support email and seeing all incoming messages is extremely important to ensure we arent’ missing follow up.
For example, we used Helpscout for the last 8 years and you can see how the Slack integration notifies the Slack channel each time a customer email comes in.
