Hi Team,

I've just started testing the Zendesk app for Slack and I have a difficulty setting up the process of creating a Zendesk ticket directly through Slack.

My final goal is to be able to send en email through this created ticket directly to a customer.

But what I'm getting in fact is only the ability to create a ticket with an agent as a requester and assign it to the existing agent as well, which looks a bit like a vicious circle since I can DM or tag the same agent in slack to forward the same info. Of course, I can change a requester later, but when the message is sent, the client can see the line saying that the ticket was created from slack+ agent name and channel name. This is really inconvenient and shows up the unwanted info. I showed on the screenshot below.

Could you please guide me how to set it up properly and get the most of the app?