I would like to have our agents get a DM in Slack whenever they're mentioned in an internal note on a ticket. I was looking into setting this up manually via trigger, but the mention itself in all the variants of the ticket comment placeholder just shows up as the bolded agent's name. This isn't really enough to programmatically parse out the user.
A few potential options come to mind:
1. Add a new feature to the Slack integration that will DM mentioned users with a link to the ticket and (optionally) the comment content.
2. Update the `ticket.latest_comment_html` payload to make mentions a link that contains the user ID and some CSS attribute that identifies it as a mention. This would at least make mentions in the body parse-able.
3. Add some way to access any mentions in the comment directly to include in a trigger webhook payload.
Edit: Support pointed me to this post describing a way to set something like this up. It would sort of work if I were the only agent needing to set this up, but we need a general solution for all agents accessing Zendesk.
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