How to add and remove followers from a ticket
Tickets often need multiple people involved to be resolved. Halp makes it easy to add another follower to a ticket directly in Slack.
From one of the agent triage channels, click "expand" on the ticket.
Then, use the "add follower to ticket" dropdown to select any user in Slack and add them as a follower on the ticket.
That new follower will receive a direct message in Slack with the ticket and any messages on the thread of the ticket. They can then reply to the ticket, and their message will sync with the thread in the triage channel and the direct messages of any other followers.
Once you've added a follower, you can easily remove them from the triage channel in the expanded ticket view. Once a follower is removed they will no longer receive updates to that ticket.