---
description: Work from Slack to solve customer requests
---

# Triage Channels

ClearFeed’s triage channels help support teams manage requests—whether from customers or employees—directly within Slack. They serve as a central hub to view, respond to, and act on inbound requests without switching tools.

This guide outlines how triage channels work across different **Product Editions**:

* [External Helpdesk](#external-helpdesk)
* [Internal Helpdesk](#internal-helpdesk)
* [Integrations](#visibility-of-fields)

### Request Propagation and Visibility

* All **public responses** to the request thread from **Responders** in the Triage channel are propagated to the same thread in the **Request channel**.
* Messages posted by **Non-responders** in the Triage channel are **not synced** back to the Request channel.
* **Emoji reactions** from the **Request channel** are synced to the **Triage channel**.
* **Emoji reactions** in the **Triage channel** are synced back to the Request channel **only if added by Responders**.
* All requests from request channels in a Collection will be propagated to their corresponding Triage.
* If you are working predominantly from triage channels, we suggest you [mute all request channels](https://slack.com/intl/en-in/help/articles/204411433-Mute-channels-and-direct-messages) (and preferably leave those channels)

## Key Capabilities of Triage Channels

Triage channels offer the following core features across editions:

* **Respond from Slack**: Replies from triage threads sync to the original Slack thread and/or external ticket (if integrated).
* **Edit properties**: Modify status, priority, assignee, tags, and more within Slack.
* **Internal collaboration**: Prefix replies with 🔒 to add private comments. These are hidden from requestors and may sync as private/internal notes in connected systems.
* **Advanced actions**:
  * Escalate to tools like Jira, GitHub, Asana, etc.
  * Mark as Solved or Closed
* **View ticket details**: All fields filled in via Create or Edit forms are shown in the triage channel block.
* **Team-level privacy**: Multiple teams can use separate triage channels based on Collections.

## External Helpdesk <a href="#external-helpdesk" id="external-helpdesk"></a>

Used to manage customer conversations via Slack Connect channels.

**Key Features:**

* Requests created from customer channels are routed to a triage channel.
* Responders can reply in the triage thread—responses sync to the original thread.
* Use the **Edit** button to update fields like Assignee, Status, Priority, or custom fields.
* Click  `view in #channel`  to jump to the original customer conversation.
* Use **Not a Request** to exclude irrelevant threads from reports and SLAs. This can be done for Open/Pending requests with a dedicated button or via "More Actions" for In-progress/On-hold ones.
  * **Remove**: Deletes the conversation entirely.
  * **Archive**: Hides the conversation but reopens on further messages.
* `Mark as Solved` allows you to resolve the request.
* `Mark as Closed` allows you to permanently close the request.
* Add 🔒 private comments to coordinate internally. Messages (and any attachments) starting with the 🔒 stay hidden from the customer.
* Use **More Actions** to:
  * File a ticket in Zendesk, Freshdesk, Intercom, etc. (with two-way sync)
    * If you use Freshdesk, Salesforce, Zendesk, Hubspot, or JSM for ticketing, convert Slack requests to tickets with the "File a ticket" option in "More Actions."
    * All responses and attachments flow smoothly between Slack and your ticketing system.
    * Agent responses from the triage channel are visible in both the request channel and the external ticketing system.
    * Your team can continue working on requests in the triage channel even after converting them to tickets.
  * File tasks or link existing tasks from engineering integrations
    * Comments from the triage channel thread are synced into the linked task for better visibility.
    * ClearFeed can automatically update the triage channel thread when the linked tasks are completed in the engineering system.

## Internal Helpdesk

Used for internal support teams (IT, HR, etc.) managing employee requests via Slack.

**Key Features:**

* Requests submitted via Slack forms or ClearFeed bots are routed to the triage channel.
* Replies in triage sync with the ticket thread, visible to the requester.
* Use **Edit Ticket** to update fields defined in the form's Edit section. Read more about managing the edit ticket form [here](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/forms#configure-the-edit-action-form).
* Add 🔒 private comments for internal collaboration.
* Automatically update Slack threads when linked tasks are resolved.
* Use **Mark as Solved** or **Mark as Closed** as appropriate.
* Use **More Actions** to:
  * File tasks or link existing tasks from engineering integrations
    * Comments from the triage channel thread are synced into the linked task for better visibility.
    * ClearFeed can automatically update the triage channel thread when the linked tasks are completed in the engineering system.

## Integrations <a href="#visibility-of-fields" id="visibility-of-fields"></a>

Used when ClearFeed is being used to manage tickets created in external systems like Zendesk and Freshdesk

{% hint style="info" %}
**Note:** Currently, Ticketing is only for Zendesk, Intercom, and Freshdesk integrations. If you require support for other integrations, contact us via Slack or at support@clearfeed.ai.
{% endhint %}

**Key Behaviors:**

* Tickets created in these tools are routed to the triage channel of the corresponding Collection.
* Triage replies sync to the external system, and vice versa.
* Triage blocks include the external ticket ID and link for easy access.
* Use **Edit Ticket** to modify external ticket fields (based on your form config). Read more about managing the edit ticket form: for [Zendesk ticketing](https://docs.clearfeed.ai/clearfeed-help-center/integrations/zendesk/forms#edit-form), for [Freshdesk ticketing](https://docs.clearfeed.ai/clearfeed-help-center/integrations/freshdesk/forms#edit-form).
*   Add 🔒 private comments and optionally sync these to:

    * Zendesk (as internal notes)
    * Intercom (as internal notes)
    * Freshdesk (as private notes)

    Learn how to enable private comment sync [here](https://docs.clearfeed.ai/clearfeed-help-center/manage-requests/triage-channels/for-integrations#internal-comments).
* `Mark ticket as Solved` button allows users to resolve the external ticket.
* `View Form` button lets responders view the form filled out by requestors when creating a ticket.

## FAQs

1. **What happens if I reply directly in the customer/request channel instead of the triage?**
   \
   **Answer:** Replies from request channels are still captured, but working from the triage channel is recommended to ensure proper internal collaboration, syncing, and action handling.\

2. **Can I set up multiple triage channels for the same Collection?**\
   **Answer:** No. Each Collection can be associated with only one triage channel. To separate concerns across teams, use multiple Collections instead.\

3. **Can I customize the fields shown in the triage message block?**\
   **Answer:** Yes. Fields shown are based on the "Create" and "Edit" ticket form configuration. Only filled-out or updated fields will be displayed.\

4. **Can I prevent all messages from the Request Channel from appearing in the Triage Channel?**
   \
   **Answer:** Yes. ClearFeed offers an account-level setting that limits message mirroring—only the first message from each request will appear in the triage channel, rather than the full conversation.
   &#x20;To enable this for your account, please contact us via Slack or email support@clearfeed.ai.
