Triage Channel Setup
Configure and manage Triage Channels for your support team
Overview
This guide covers how to set up, configure, and manage Triage Channels in ClearFeed. For information on how to use triage channels as an agent, see Triage Channel.
What is a Triage Channel?
Triage Channels are dedicated Slack channels powered by ClearFeed that serve as your team's central command center. They enable agents to efficiently manage, respond to, and track requests and tickets originating from various sources, including Slack, MS Teams, Email, Portal, Web Chat, and API.
Key Capabilities
Agents can perform the following 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 Field
Access data submitted by requestors through forms
Create or link tickets/tasks to external systems like Jira, GitHub, or Linear
Triage Channel Settings
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 Private (🔒) 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
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
Setting Up a Triage Channel
You can set up a Slack Channel as a Triage Channel in ClearFeed either from the ClearFeed WebApp or directly from Slack.
From ClearFeed WebApp
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 (refer to the Triage Channel Settings section above for details on each option)
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 @ClearFeedand pressing EnterClearFeed 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
Managing Triage Channel Settings
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, refer to the Triage Channel Settings section above
Click Save to apply your changes
Deleting a Triage Channel
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
Managing or Turning Off the Triage Channel
ClearFeed offers two ways to reduce noise from Triage Channels — you can either mute the channel to stop notifications or turn off the Triage Channel completely.
Option 1: Reduce Notifications (Recommended)
If you want to keep the Triage Channel active but reduce interruptions:
Mute the channel directly in Slack.
Disable tagging for all or specific users from Collection Settings → Triage Channel in the ClearFeed Web App.
This way, you can still access the Triage Channel anytime to view all customer conversations in one place, without receiving alerts or mentions.
Option 2: Turn Off the Triage Channel Completely
To stop syncing new requests to the Triage Channel:
Go to the ClearFeed Web App → Inbox.
Click on the Collection for which you want to disable the Triage Channel.
In the top right corner, open the Settings tab.
Scroll to the section titled Triage Channel.
Select Proceed without Triage and Save your changes.
Once saved, new requests will no longer be synced to the Triage Channel.
FAQs
Does renaming the triage channel take effect in the ClearFeed WebApp? 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 I have multiple triage channels for the same collection? Answer: No, each collection can have only one triage channel associated with it.
What happens to existing requests in the triage channel if I change the Triage Mode setting? Answer: Changing the Triage Mode setting only affects new requests going forward. Existing requests in the channel remain visible.
Can I use a private Slack channel as a triage channel? Answer: Yes, both public and private Slack channels can be configured as triage channels. However, ensure that all relevant team members have access to the private channel.
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