Jira/ Slack Integration - Ticket Creation in Different Issue Type from the same Slack Channel

[marianna_taborda]

Hello team!

I work in customer support and we currently use Jira Assist to allow internal escalations from colleagues about any issues they may have, or their friends & relatives, via Slack. 

They post a summary of their issue in a Slack channel and a ticket is created into a Service Desk that is shared between two teams, say team A and team B. Right now, both teams share the same issue type and will ask one another to pick the ticket is it's not within their scope. This of course has some impact on our KPIs and on UX. 

We are looking to create an issue type for each of the teams and allow for these escalations to be done to the right team from the start. Is there any way to allow for a triaging to happen other than by implementing a dedicated workflow that links to a different issue type for each of the teams? We have had the ticket creation being triggered based on the use of an emoji, but that is not ideal as that requires someone to monitor the Slack channel as well. 

Just looking to brainstorm this in order to create the simplest solution. Thank you!