Why can't I respond directly to participants of a thread?
Our Twitter integration only displays automatically the handle of the requester of the ticket, this behaviour causes the participants of the thread not to be notified. Unfortunately, there is no option to direct a reply to a specific participant in the thread.
The only workaround possible is to directly write the @handle mention in the editor of the ticket, like the GIF below, so that the specific participant is going to be notified of a reply in the thread:
If you have any questions regarding this, please get in touch with our support team.