Discord notifications for support requests

I'd love to be notified on Discord when a new support request comes in, or when a customer replies. It'd be great if this was smart enough not to send a notification when a support agent is online and on the request, like they're chatting back and forth.

Use case: my team isn't used to checking in on Quackback yet, or even their work email for that matter, but they do check Discord and receive notifications as that's where most of our internal communication happens. Having notifications sent to a channel would allow us to better coordinate support duties.