Once you have added the Unthread app for Slack and connected it to one of your channels, you’ll automatically start seeing conversations tracked in your inbox.

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⚡️ Automatic Tracking (Default)

The next time someone outside of your Slack organization sends a message into the channel, a conversation will be tracked and added to your inbox. For more of an explanation of automatic tracking, read up on how conversations are tracked.

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🔎 Manually Tracking Conversations

If you’d like to track a conversation now without a customer message, you can add one manually.

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Use Emojis

By default, the 🎫 emoji will trigger a new ticket. You can customize this in the “Settings” > “Slack” section of your dashboard

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Use a Message Shortcut

To use the message shortcut:

  • Hover over a message in a channel
  • Click the three dots, and select “Manage conversation”. Note: if you don’t see that option, you may need to click “More message shortcuts…”
  • A modal will appear with some basic details. Click “Save” and you’ll see it in your inbox!

You can manually create conversations from DMs to track them for later!

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ℹ️ Troubleshooting

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Someone sent a message in the channel but I don’t see it tracked?

This may be because of the following:

  • Only messages from “Customers” (aka someone who’s not in your workspace) are tracked. This means if your team member sends something, it won’t be tracked as a ticket.
  • The channel must be connected to Unthread. Read up on how to connect your channels.
  • Do you have automating ticket tracking disabled? You can find this under Settings > Slack.
  • Greetings and thank you’s are automatically ignored and won’t create a conversation.
Woo! Now that we’re seeing tickets, let’s dive into more specifics in “How conversations are tracked”.