Send direct slack messages to techs or else to specify the assigned tech in the notification message to the shared slack channel.
It would be helpful to either be able to send direct slack messages to techs or else to specify the assigned tech in the notification message that goes to the shared slack channel. Every tech is having to go to every ticket in the slack message to see if its for them.
@David Lawrence. That doesn’t work when you need to communicate with different employees regarding a ticket. We have one person that is in charge of scheduling and another in charge of invoicing and of course the tech assigned to the ticket. At different stages of the ticket’s life cycle we need to alert different people but we always want the assigned tech to be the tech that is working on the ticket. We’ve been using the escaped code I mentioned in a different comment and I have all private comments going into a RepairShopr channel in slack. The tags are working great for us.
I solved the issue by using the slack webhook integration and adding some escaped code into my canned responses. For example <@matthew> will actually be recognized by slack as <@matthew> and actually tag someone.
David Lawrence commented
You can achieve this yourself, to a degree. You have to create a RepairShopr notification rule for each tech. Have each tech go get their Slack webhook URL (found in their Slack account), and paste that URL into the "Webhook URL" field of the Techs corresponding Notification rule.
Then check the checkboxes in the Webhook URL column for the types of notifications that Tech should receive.
The result is when you assign a ticket to a Tech, they are notified in their personal Slack channel. And if you put any Private notes on the ticket, they also get those in their personal Slack channel.
That's how we have it setup.