The next time someone outside of your Slack organization sends a message into
the channel, a conversation will be tracked and added to your inbox. For more of
an explanation of automatic tracking, read up on
how conversations are tracked.
Someone sent a message in the channel but I don’t see it tracked?
This may be because of the following:
Only messages from “Customers” (aka someone who’s not in your workspace) are
tracked. This means if your team member sends something, it won’t be tracked
as a ticket.