Setup Triage Channel
Use the Triage channel to consolidate requests in one-place
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Use the Triage channel to consolidate requests in one-place
Last updated
Was this helpful?
Triage Channels are dedicated Slack channels powered by ClearFeed. They serve as your team's central command center, enabling agents to efficiently manage, respond to, and track requests and tickets originating from various channels, including Slack, MS Teams, Email, Portal, Web Chat, and API.
Agents can perform the following key operations directly from a Triage Channel:
Reply to requests across Slack and other integrated channels with bidirectional sync.
Manage request properties such as Status, Priority, Assignee, and Custom Fields.
View GPT-powered answers for agent assistance in responding to common queries.
Access data submitted by requestors through forms.
Create or link tickets/tasks to external systems like Jira, GitHub, or Linear.
When setting up or managing a Triage Channel, you will configure several settings that control its behavior, visibility, and notifications. Below is an explanation of each configuration option:
Triage Mode: Configure which type of Requests will be shown in this specific Triage Channel.
All Requests: The channel will show all requests directed to the associated collections.
Only Requests with linked tickets: The channel will only show requests that have been linked to an external ticket (e.g., in Jira or Zendesk) or a ticket has been created in ClearFeed.
Triage Comment Visibility: This setting controls which replies from your team's internal discussions within the Triage Channel are visible to the original requestor on the external channel (like the original Slack thread or email).
Public: All comments from the Triage Channel will be synced to the request channel, except for those prefixed with a (🔒) emoji. These (🔒) comments remain internal to the Triage Channel.
Private: By default, no comments from the Triage Channel will be synced to the request channel, except for those prefixed with a (📢) emoji. These (📢) comments will be explicitly synced externally.
Disable tagging Slack users on Triage Channel: Enable this option to prevent users from being tagged in triage channels. This helps avoid duplicate notifications when a user is already tagged in the original request channel.
Sync Private Comments on Triage Channel and Linked Tickets: Configure whether internal (🔒) comments from the Triage Channel are synced to the linked ticketing system and whether internal notes from the ticketing system are synced back to the Triage Channel.
Choose whether to sync all private comments from the Triage Channel to the linked ticketing system or push only the private comments that have been reacted with emoji.
Choose whether to sync all internal notes from linked tickets as private comments on the Triage Channel.
The "Sync Private Comments" setting is only available when the Product Edition is set to "External Helpdesk" or "Integrations".
Currently, syncing internal notes from ticketing systems to the Triage Channel is only supported for Freshdesk (as private notes) and Zendesk (as internal comments)
Notifications: Triage notifications provide reminders about Open and Unsolved items, highlighting those with High priority, directly within the Triage Channel. ClearFeed sends two types of digests:
Daily Digest: Notifies daily for Requests that are 'Open' and require attention.
Weekly Digest: Notifies every Monday for unsolved Requests from the last month up to the most recent week.
You can set up a Slack Channel as a Triage Channel in ClearFeed either from the ClearFeed WebApp or directly from Slack.
Navigate to Settings > Triage Settings.
Click "Create new Triage Channel".
You have two options:
Select "Create new Channel" to create a new channel in your Slack Workspace and set it as Triage.
Select "Select existing" to designate an existing Slack channel as a Triage Channel.
Configure the Triage Settings for the new channel.
Click Save.
From Slack
Go to Slack and open the channel you wish to use as a Triage Channel.
Add the ClearFeed bot by typing /invite @ClearFeed and pressing Enter.
ClearFeed will send a message asking how you want to configure the channel. Select the option to configure the channel As a Triage Channel.
Optional: Select the Collections to which you want to associate this Triage Channel. (Note: In the dropdown, you will only see Collections that do not currently have a Triage Channel linked to them.)
Click on Add as Triage.
You can modify the configuration of an existing Triage Channel at any time via the ClearFeed WebApp.
Navigate to Settings > Triage Settings in the ClearFeed WebApp.
Find the Triage Channel whose settings you want to change and click the Edit button next to it.
This will open the configuration drawer, showing the same settings available during creation.
Modify the desired settings. For a detailed explanation of each option, please refer to the Triage Channel Settings section.
Click Save to apply your changes.
If you no longer require a Slack channel to function as a Triage Channel in ClearFeed, you can remove this designation by following these steps:
Navigate to Triage Settings in the ClearFeed WebApp.
Find the Triage Channel you wish to delete and click the Edit button next to it.
The channel’s configuration details will open. Scroll down to the bottom of the page.
Click the Delete button to remove the channel as a Triage Channel in ClearFeed.
A Triage Channel cannot be deleted if it is still associated with any collections. Please detach it from all linked collections before attempting deletion.
Deleting a Triage Channel from ClearFeed only removes the Triage Channel configuration from ClearFeed—it does not delete or archive the channel itself on Slack.
Depending on your Product Edition (External Helpdesk, Internal Helpdesk, or Integrations), the specific workflows and features you utilize within a Triage Channel may vary. Learn more about using Triage Channels based on your edition:
Could we make the default setting of the triage channel to have all messages treated as internal comments and only selected messages to go into customer channels? Answer: Yes, you can use the Comment Visibility option in Triage Settings to configure this. Setting Comment Visibility to Private will make messages internal by default, requiring users to prefix messages with the 📢 emoji to have them flow into the customer channels.
Does renaming the triage channel take effect in the ClearFeed Web App? Answer: Yes, shortly after updating the name, it should start showing up on the dashboard. One thing to note here is that the renaming should be done by a Slack Workspace Admin.
Can we edit any message and put the 🔒emoji to make it visible internally? Answer: No, once a message is sent in a thread, it will be public. Editing the message by placing 🔒emoji post sending will not make it internal/private.
