For External Helpdesk
Learn how to effectively utilize the triage channel to support customers on Slack.
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)
Triage channel
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.
Triage Properties
Not a 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.
Internal Comments
Triage More Actions
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.
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