Triage Channel
Use the Triage channel to manage and respond to requests from a centralized workspace icon: merge
What is a Triage Channel?
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. Learn more about Triage Channel here
Accessing Triage Channels
Triage Channels appear as regular Slack channels in your workspace. Once configured, ClearFeed automatically posts new requests to the triage channel as threaded messages, allowing your support team to collaborate and respond efficiently.
To find your triage channels, navigate to ClearFeed WebApp and Check Settings > Triage Settings in the ClearFeed WebApp to see all configured triage channels.
Responding to Requests from Triage
Public Replies (Visible to Customers)
The visibility of your replies depends on your Triage Comment Visibility setting:
If set to "Public" (default):
All messages you post in the triage thread are synced to the customer's channel
To keep a message internal, prefix it with the 🔒 emoji
Example:
🔒 This customer has been difficult in the past, handle with care
If set to "Private":
By default, messages stay internal to your team
To send a message to the customer, prefix it with the 📢 emoji
Example:
📢 Hi! We've resolved your issue. Please verify it's working.
Emoji visibility modifiers only work when added before sending the message - Editing a message to add 🔒 or 📢 after sending will not change its visibility
Internal Notes and Collaboration
Use triage channels for internal team discussions:
Ask questions to teammates about complex requests
Share context or background information
Coordinate handoffs between team members
Tag specific team members for their expertise using @mentions
Managing Request Properties
You can update request properties directly from the triage channel using emoji reactions or by interacting with the ClearFeed bot message:
Status: Update using reactions or the status dropdown
Priority: Change priority level (Low, Medium, High, Urgent)
Assignee: Assign or reassign requests to team members
Custom Fields: Update any custom fields configured for your collection
Changes made in the triage channel are immediately reflected in the ClearFeed WebApp and synchronized with any linked external tickets.
Using AI Agents
If AI Agents is enabled for your collection, ClearFeed will automatically fetch the relevant answers from the attached Knowlede Sources and post it publicly or privately based on whether it has been set up as Virtual Agent or Agent Assistant. Learn more about this here.
Creating or Linking Tickets and Tasks
From a triage channel thread, you can:
Create tickets in external systems (Jira, Zendesk, Freshdesk, etc.) using configured emoji reactions
Link existing tickets to track work in your ticketing system
Create tasks in project management tools (Linear, GitHub, ClickUp, Asana) for follow-up work
Refer to Creating or Linking Tickets and Creating or Linking Tasks for details.
Proactively Starting Conversations
You can initiate conversations with customers directly from your Triage Channel using the /cf-start-thread command. This allows you to:
Reach out proactively with updates or check-ins
Follow up on previous conversations
Share important announcements
Initiate support before customers ask
Learn more about Creating Requests from Triage Channel
Syncing Private Comments with Ticketing Systems
If you're using an external ticketing system (Zendesk, Freshdesk, etc.), your triage channel can sync private comments bidirectionally:
From Triage to Ticketing System:
Private comments (🔒) can be synced to your ticketing system as internal notes
Configure whether all private comments sync, or only those reacted with 📝 emoji
From Ticketing System to Triage:
Internal notes from your ticketing system can be synced back to the triage channel as private comments
Currently supported for Freshdesk (as private notes) and Zendesk (as internal comments)
Triage Notifications and Digests
ClearFeed sends automatic reminders to keep your team on top of open requests:
Daily Digest: Notifies daily for requests that are 'Open' and require attention, highlighting those with High priority
Weekly Digest: Every Monday, reminds you of unsolved requests from the last month up to the most recent week
These digests are posted directly in your triage channel to keep the team informed. Learn more here
Setting Up or Configuring Triage Channels
For information about setting up, configuring, or managing triage channel settings, see Triage Channel Setup
FAQs
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.
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.
Will customers see the triage channel or know we're using it? Answer: No, customers never see the triage channel. They only see replies sent to their original request channel (or via email/other channels). The triage channel is entirely internal to your support team.
Can I respond to requestsfrom both the triage channel and the original request channel? Answer: Yes, you can respond from either location. Responses are bidirectionally synced, so your team sees all replies in the triage channel regardless of where they were posted.
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