Feature Requests

Customize notifications so that agents only get notified in slack for tickets that I want to be alerted to specifically

Remove The " We think we found an answer" message and just have the answer appear to the question, will make the Deflection format easier to read

Instead of having a yes or no option after a deflection for a user to choose if he/she is satisfied with the answer or not , it would be great to have it as Log a ticket' or 'Resolved' making more easier to understand what options entail

Allow requesters to see their open/closed tickets in Slack application directly (without going to web)

Allow Assignees to meet SLAs/reply from Slack threads (instead of Foqal portal) whenever the Slack channel is external (customer facing).

Automation now has Add Participant option, but the option is not selectable from the Slack app or triage channel Hopefully the option will be selectable in Slack as well.

It would be useful to be able to use content retrieved through integration and webhooks as field choices.