Mark Collins

Arianne Batiles, we're in the same situation. When the ticket count exceeds a threshold, we need to set the ticket status/custom form field to a value, so that another team can be informed and brought in to help answer customer queries quickly. 
What third-party app can do this?

+1 It can reply to a thread, which is great, but posting in the channel too seems like an added feature that some of us don't want. It'll be nice to turn off the “Also sent to the channel” feature

+1 Unsharing via macros, triggers etc would be a very useful feature