Triaging with Your Team
What is Triaging?
Triaging is how you take conversations from customer channels and cross-post them to an internal channel.
Think of a triaged message as a private thread about a customer issue that’s automatically created for each issue.
Triage Channel
We recommend setting a global triage channel where customer issues are cross-posted by default. This can serve as an easy daily summary of issues being handled.
The triaged message will automatically update to show:
- Status of the customer conversation
- Current assignee
- Note & tags
- Any linked tasks
- A deep link to navigate to the customer-facing thread
Per-Customer Triage Channels
Typically larger accounts may have a dedicated internal channel for each of their customer channels.
Example:
ext-dundermifflin-sabre
(shared channel)ext-dundermifflin-sabre-internal
(private channel)
In this case, you can connect the customer-specific triage channel to the shared customer channel. This means new conversations in ext-dundermifflin-sabre
will automatically be posted also to ext-dundermifflin-sabre-internal
.
To do this, go to a Cutomer settings page, and click “Override triage channel.”
Manually Triaging
If you’d like to manually cross-post a conversation to a different channel, you can select the “Triage” option from the manage conversation modal.
After confirming, the contents of the the thread will be cross-posted to the given channel and any user tagged will be notified.
Setting up Triage Settings
To set up a default Triage channel, head over to “Settings” > General, and you’ll see a dropdown at the top.
You can also set a custom Triage channel per customer by clicking on a customer profile and navigating to the “Settings” tab on the left.