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Slack Notifications in Siit: How they work

 

Overview

Siit integrates with Slack to send notifications about ticket activity, including new requests, replies, and mentions.

Due to recent updates in Slack’s notification system, some notifications may be less visible than before, even though they are still being sent.

How notifications work

1. Mentions

You will always receive a notification when:

  • You are @mentioned in a ticket

This is the most reliable notification type.

 

2. Thread Replies

For replies within a ticket thread:

Slack will notify you only if:

  • You were mentioned in the thread, or

  • You replied to the thread (you are subscribed)

This follows Slack’s native behavior.

 

Why you might not see notifications

Slack recently introduced changes to:

  • Activity view

  • Notification preferences

  • Thread visibility

As a result:

  • Thread replies may be hidden in your Activity feed

  • You may not see a badge notification

  • Mentions and threads filters may not be visible by default

 

How to manage it

Step 1: Enable Mentions & Threads filters

  1. Go to the Activity tab in Slack

  2. Click the + (Filters) button

  3. Enable:

    • Mentions

    • Threads

  4. Click Save

 

Step 2: Enable thread notifications

  1. Go to Slack Preferences → Notifications

  2. Sounds & appearance

    Enable:

    • “Show a badge 🍩 on Slack’s icon to indicate new activity”

 

Step 3: Check channel notification settings

Make sure the channel where the ticket is created is not:

  • muted

  • or set to “no notifications”

 

Best Practices

  • Use @mentions when you need to ensure someone sees a message

  • Reply in threads to stay subscribed to updates

  • Ensure the channel is not muted

  • Regularly check the Activity → Threads tab