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    Triaging Issues with Your Team - Unthread

    1 min read
    Last updated 34 months ago

    ​What is Triaging? Triaging is how you take conversations from customer channels and cross-post them to an internal channel. When you’re managing a conversation in Slack, you’ll see a “Triage” button, which will present you with the option to select an internal channel, optionally tag a team member, and add a note.

    After confirming, the contents of the the thread will be cross-posted to the channel where your team can work through the details privately. The status badge will also auto-update based on the status of the ticket.

    ​Setting up Triage Settings To set up a default Triage channel, head over to “Settings” > “Slack”, 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.