We have recently moved to a paid service with Freshdesk and only have key staff in the system as agents. One of the things that appealed to us was the ability to use slack to connect with non-agents in our workplace to get info needed to respond to a ticket.
The issue with the new slack integration, is that it only provides a ticket summary (first 255 characters of the email message), and there no longer seems to be a way to change that.
I would really like to see an option for updating the message that is sent to slack, and the ability to include the full ticket text to make collaboration easier with non-agents.
