For External Helpdesk
Learn how to effectively utilize the triage channel to support customers on Slack.
Last updated
Learn how to effectively utilize the triage channel to support customers on Slack.
Last updated
Note: All responses to the request thread on the Triage will be propagated and posted on the same thread in the request channel.
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 (and preferably leave those channels)
Whenever a customer starts a new conversation in a customer channel, it will be synced into the triage channel as shown below:
You can reply in the triage channel thread, and the responses will be synced to the customer channel.
Edit button allows you to manage the request's Assignee, Status, Priority, and custom fields (if any).
Clicking on view in #channel takes you to the customer channel where the request was started.
Use Not a request to mark the conversation as not a request and optionally, remove it from the triage channel.
Use internal comments (prefix messages with 🔒emoji) to collaborate internally.
Use More Actions for filing a task to an external tool like Jira, GitHub, Linear, etc...
Mark as Solved allows you to resolve the request.
Mark as Closed allows you to permanently close the request.
Note: When responder messages exist in the triage channel, using Remove marks the message as "Not a Request" instead of deleting it. Follow-up messages from the requester will not reopen the request.
Enable responders on the triage channel to convert requests to tickets or link tasks in downstream task management systems with More actions.
Clicking More Actions shows the customer's email and the ClearFeed Collection to which the channel belongs at the bottom.
ClearFeed merges consecutive direct messages by the same author on a channel if these messages are made within 5 minutes.
This is done to ensure unthreaded replies are also captured in the request. When this is done, you will see the following message in the triage channel:
If the customer has talked about 2 different issues and 2 different requests should be created for it, follow the below steps:
Click on "Split" button
A pop-up would show all the messages from the subsequent threads
Click on "Confirm"
This would create a new request in the Triage Channel and you can reply to it as you would to any new request.
If you need to create multiple requests, you can follow these steps repeatedly.
To adjust the interval, go to Advanced Collection Settings.
Modify the CONSECUTIVE_MESSAGES_BY_SAME_AUTHOR_INTERVAL setting (default: 5 minutes).
Set to 0 to disable the interval.
Learn more about the same here.
