FWIW, at this point in the game, we can already integrate with Zapier. I believe that when zapier added mutli actions, it really opened up the door to do more and the flexibility to make it work well. There are very small things that SmarterTools Dev team could do to make the integration build out better but I don't think they need to build a SmarterTrack App in Zapier. They clearly don't see the value in having their app in the zapier app library or they would have done it years ago.
Here is the rough how to to send events to zapier and then to slack or SMS or what ever you want.
Start with a Catch Hook in zapier, you get a url.
Add Events that call the catch hook URL, Build your url parameters as your liking.
Tip Do not limit the web calls, change form 15 mins to 0.
Then do what ever you want with it in zapier.
We are currently using this method to post Ticket notifications to Slack Channels so that agents are aware when tickets come in, and boss man can see when replies are going out.
Other Tips you might want to do in your Zaps.
1. use zapiers Shorten URL on the #adminhyperlink#
2. remove the [TICKETID] from the subject, otherwise it would be in the slack message twice.
3. Remove the "Re: " from the subject
Here are some other resources
we have 1 zap web hook and we have two smarter track events: One for tickets New message and one for replies to tickets.
Here is what My web call url looks like ( I removed account specific values)
This is the same URL but the events web call are slightly different
The one thing smarter track could do is make it so that the web calls could post a json object with all variables. This would allow for us to use more of the details from ticket. in theory posting the entire message in a url could have illegal characters and would bomb out. Then we would not have to build URL parameters. This would also allow for better integration with data systems where data is critical. posting SmarterTrack Messages to Slack is not very data critical, other types of integrations with relational databases would most likely start to see inconsistencies.
The its in the budget smartertrack could spend some time building this type of integration out and test their web calls. I have seen a few defects like when an agent replied some times its says [Internal System] is the agent that replied..
If anyone wants more info on this I can create a youtube video on how this is done.