Ticket not sent to Slack channel on Group assignment (New Slack integration)
started a topic
4 months ago
Using the new Slack integration. Workflow:
1. Customer sends e-mail to support e-mail
2. Our support coordinator assigns Group.
Expected behaviour: notification gets triggered to connected Slack channel.
What really happens: no notification is sent. Notification to Slack is sent only when an agent replies to the customer from Freshdesk for the first time. From that moment onward everything works as expected.