There are projects that do not involve open channels. There are processes that prevent submitting requests to a wide range of employees. The ability to notify an employee about the need to participate in an issue is very important. And notifying a group of employees is essential, as multiple employees may be involved in the issue. At the same time, others do not need to know about it. This function is very important. When claiming integration with messengers, it is necessary to also provide your clients with the ability to use this feature without restrictions.

Wouldn't an easy solution be to message each person rather than @'ing them? Please add this feature as this is one of the limiting reasons why people wouldn't use this application over others.

Please bring this feature back ASAP. Without it, it is really affecting our flow when managing requests. 

Agree with what others have said, please help prioritize this as users that were migrated from HALP to JSM already had this feature available.  Thus there should be no blockers within Slack.

Any word on if we can bring back this functionality? 

This is causing us to weigh up moving to a new ITSM that better integrates with Slack as a result. 

We want request participants, and users to see all their tickets in Slack. The Slack Home tab for the app should be the only portal they need... we dont need to send these internal users to an external portal. 

Managers or people added to a conversation, public or private, should be able to review the ticket in Slack. 

I was looking to implement this, why was it removed?

What Tom said. Please bring it back!

We have plenty of situations where we want to bring someone else into the private ticket thread for Slack and now that ability is gone. We basically can't "cc" anyone now...

Just bring back previous functionality please.

If the ticket is raised privately via the requester and only shows in their Messages Tab in the Assist Bot app... then request particapants get no indication they are part of a conversation.

In the past, if you added a request participant to a private ticket, they got a DM from Assist saying "hey you've been added to a ticket by XYZ" and the ticket shows in their messages tab, along with a thread of all the ticket comments. They could then collab and follow along or remove themselves when needed. 

IT WAS FAB

The assist UI in Slack also reflected the online portal in that it showed a list of their open tickets, and any ticket they were a part of. 

Please please please bring it back...