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Feature Requests

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Allow users to tag in other users to their Thread
Right now, if a user has a chat open in slack and they tag another user (say for their approval or for their input), it will tag them but nothing will actually happen. The user will not get added to the Thread. If in CWM I manually add the user to the CC field, I think it will add that user in. But we want the ability for users themselves to add others, in the same way they can if they submit an email ticket. HIGH PRIORITY request, as this is leading to confusion/frustration with our existing slack users.
0
allow users to add attachments when submitting tickets through slack
currently the submission form in Slack only allows the user to submit a "title" and "details". If they want to include images or attachments, they need to submit the request, then send another message. would be nice to be able to include in the original message. Low priority feature.
0
Ability to summon tickets in a private channel (Slack companion app)
Similar to MSPIC functionality
1
We would like to see customer emoji responses to our messages
When we send a message to a customer who is using the slack app. Sometimes they respond with an emoji acknowledgement, e.g. "thumbs up". Unfortunately, we don't see that they acknowledged our message with a thumbs up in Inbox. It would be great if there was a way we could see this!
0
Rebrand Slack Application to Thread and not Chat Genie
1
Add UI support to show the company of a ticket that does not have a contact
Tickets can have a company associated with it without it having a contact. The Slack app currently will not show this company
0
Ability to upload custom usage docs for Slack App
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Support for Deploying Both Service and Companion Apps to a Slack Workspaces
Currently, you can only deploy either the Service or Companion app to a single Slack workspace. We'd like to see Slack support multiple apps, similar to Teams. This would allow you to deploy the Service app internally to submit internal tickets (as if we are the customer) and refine the customer experience, while also using the Companion app internally to manage inbound tickets. We want the best of both worlds! Having this capability would make it easier to handle internal tickets and continue improving the overall customer experience.
0
Exclude Slack Connect channels from pulling Thread data (Slack companion app)
Use case: we have clients who chat us in Slack Connect channels. If they reference "Ticket # XYZ" we would NOT want that to pull the Thread card into the channel
0
Status in the List of tickets is not updated.
Show updated status of ticket in list in Slack. Potentially show list of open tickets in a home tab in Slack
0
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