In Slack, is it possible to have the :ticket: emoji prompt the message sender instead of the agent?

Blair Morrison

I'm trying achieve this flow in our Slack channel for support requests and I'm wondering if this is possible with JSM.

 

1. A person in our support channel sends a message requesting help.

2. I, an agent, add the :ticket: emoji to the message.

3. The person who sent the message requesting help receives a message from the Assist app prompting them to raise a request. 

 

Currently, if I add the emoji to a message, the assist app prompts me, the agent, to fill out the support request. I would rather it notify the person who sent the original support request so that they can fill out the form with relevant details. Is this possible with the Slack integration for JSM? 

Arkadiusz Wroblewski

Hello @Blair Morrison 

The :ticket: reaction always prompts the person who adds it, which is why you're seeing the form. To prompt the requester instead, enable "Automatically create work items from messages" in your Chat channel settings. Assist will then automatically generate the ticket and ask the original author for any missing info. Jira Automation won't work as a workaround here, as its emoji trigger only applies to existing Assist messages.

Best,

Arkadiusz🤠😎