I was just going to create a new thread, but since this exists, I'll just add my $0.02

Assignee creates a slack side conversation from their ticket using a macro so we can set the right channel and prompt for the right information

The assignee HAS TO CLICK SUBMIT even through the side convo is started in order for my macro tag to apply and in order for any fields to be set. Yuck! If they don't, reports and views don't work well.

The assignee has to MANUALLY OPEN the ticket and side convo to see if there are any replies. We want notifications in zendesk that a new comment has been added to a side convo on my ticket.

In fact, I want to be able to give them views like "tickets with replies on my side convos" but it's a struggle because if the agent switches to Slack and makes comments there (so that they can be alerted on future comments in the string which is the missing feature in zendesk) then any trigger I add will falsely add a tag because zendesk doesn't know their comment in slack is the same user as the assignee.

So basically we want:

Custom tags on tickets where side conversations are started without making an Agent click submit since the side convo is started without clicking submit...

Notifications when my side convo is updated. In Zendesk. And if I miss the notification because it disappears, give me a place to go see all my notifications and x them out when I'm done reading up on them. This way I don't have to switch from zendesk to slack and back all the time

A way to @ mention users. I know this is hard, but can we store the Slack user name on the agent profile and zendesk then has a way to connect the two systems/users?

Views for Slack side conversations, conditions to view just new ones with no replies, or a new comment was added that I haven't replied to

Thanks for listening!! @...