📖Triage Channels

Work from Slack to solve customer requests

Triage channels are ClearFeed-managed Slack channels where ClearFeed consolidates requests/tickets from multiple request channels on Slack + Email. Agents can do the following primary operations from the triage channels:

• Respond to requests to request channels on Slack + Email with a bidirectional sync of replies

• Manage request properties like status, priority, assignee, and custom fields

• Review GPT-Powered Answers for agent assistance in responding

• Review data added from Forms filed by customers

• Convert requests to tickets or link them to engineering systems (like Linear, JIRA, GitHub)

Triage Channels can be configured to have all requests or only tickets via Triage Settings.

Setup Triage Channels

Collection Creation

1. Set up a new Collection by following steps 1 to 5 mentioned in Creating a Collection.

2. Once you have done the above - you can:

   1. Select the Create new channel option. Selecting this will let ClearFeed create a new triage channel in your workspace.

   2. If you do not want to create a new triage channel, you can select an existing channel instead via Select existing option.

A Collection can only have one assigned Triage channel. However, one Triage channel can be linked to many Collections.

Configuring from Slack

1. Go to the channel you want to configure as triage.

2. Run /invite @Clearfeed and select Setup as Triage Channel.

3. Select the Collection for which you want to associate this triage.

In the Select Collection dropdown, you will only see the Collections that do not have a triage linked to them.

From Triage Settings

1. Head over to Triage Settings

2. Create a Slack channel using Create new channel and add a name to the triage channel.

   • Select an existing Slack channel to convert to a triage channel. This works for public channels and private channels with the ClearFeed bot.

3. Select the Triage mode which determines if all requests flow into the triage channel or only tickets.

4. Optionally - enable notifications on the triage channel that helps responder get visibility into Open and Unsolved requests.

Creating a new triage channel using triage settings menu

Triage Settings

Explore the settings on Triage settings. By clicking on the Edit button - you can modify the properties of a particular triage channel.

The Active label is added to any triage channel that has been connected to at least one collection.

Triage Mode

Triage modes allow you to choose which requests you want to be managed via the triage channel.

All Requests Mode - In this mode, all messages that are classified as requests by ClearFeed will be shown on the Triage Channel.

Only Tickets Mode - In this mode, only requests on the request channel that have been converted to tickets via Emoji action or automatic ticketing will be visible on the Triage channel.

For Internal Helpdesk product edition - triage mode is set to Only Tickets by default.

When the modes are changed, only new requests will switch over to the new behavior.

Triage mode configuration

Comment Visibility

Comment visibility controls what replies from your team's discussions on the triage channel are visible to the requestor.

• Public: All comments from the triage channel will be synced to the request channel except for those prefixed with a (🔒) emoji (these comments will remain internal to triage).

• Private: No comments from the triage channel will be synced to the request channel except those prefixed with a (📢) emoji.

Triage comment visibility configuration

Disable Tagging

Enable this to stop users from being tagged in triage channels. This helps prevent duplicate notifications when you're tagged in request channels.

Disabling tagging of users

Private Messages to Tickets

Use the 🔒emoji at the start of a message to make it private. By default, these stay within Slack. If this setting is toggled on, private messages are added as internal comments to the linked ticket.

Note: Currently, only Freshdesk and Zendesk are supported. Private messages are pushed as private notes on Freshdesk and internal comments on Zendesk.

Sync mode

Choose whether all internal (🔒) comments from ClearFeed are synced to the ticketing system or only selected ones.

Configuration options for pushing private messages

Here's a look at how the private messages from Slack are synced to the ticketing system:

Syncing of internal comments from Slack to Zendesk

Notifications

Triage notifications remind responders about Open and Unsolved items, highlighting those with High priority. ClearFeed sends two different digests:

1. Daily Digest

   • Notify daily for Requests that are 'Open' and need a response.

2. Weekly Digest

   • Notify every Monday for unsolved Requests from the last month until the most recent week.

Learn how to use the Triage channel based on your ClearFeed product edition:

1. Triage channels for External Helpdesk

2. Triage channels for Internal Helpdesk

3. Triage channels for Integrations

FAQs:

1. 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?

Ans: Currently, this change is not user-configurable, but you can reach out to us via [e-mail] to enable the same for your account. Once this change is made, users would need to prefix messages with 📢 emoji to have them flow into customer channels.

2. Does renaming the triage channel take effect in ClearFeed Web App?

Ans: 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.

3. Can we edit any message and put the 🔒emoji to make it visible internally?

Ans: 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.