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

​

Temporary Triage Channels

You may need to spin up a side conversation for a ticket with a specific audience that doesn’t fit into an existing channel. In that case, you can create a temporary new channel linked to the conversation and start a private conversation there.

This channel will automatically be archived when the conversation is closed, and it will be unarchived if the conversations is opened again. This will keep your channel list clean and sane.

​

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.