Users and Agents in the same channel

Learn how Agents and Users can collaborate together on tickets

Overview

Agents can optionally work in the same channel as the Users, where tickets are submitted. This could be needed if you want to have a completely transparent ticketing experience, where Agents can respond to tickets openly together with the Users.

Example use case:

• Product and Engineering can triage tickets together that are sent in by Customer Success / Customer Support team in one shared channel #product-support.

• Cooperate between teams & departments to resolve tickets in one single channel.

• Work together on resolving customer issues in one single channel.

• Helpdesk is openly addressing requests together with users in a channel

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How to work together on tickets

Agents can open and edit the ticket directly from the channel where tickets are submitted. The action buttons on tickets can be visible on the ticket in this channel where you can edit and manage the ticket.

1. Set up a new Form in your Inbox

2. Select the type of Form, Slack Channels Ticket Submission

3. Proceed to select what channels to

4. Select the Slack channels where you want to Accept tickets from

   • These channels will be your Collaboration channels

5. Customize the Form with the Fields you require.

6. Save & Publish

The new Form will be now be ready in Slack.

You can customize if the ticket action controls are visible in the channel where tickets are submitted by adjusting your Account settings.

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Best practices

• Promoting Agents Have your Agents join in to the Responder channel in order to become an Agent and receive the proper permissions.

• Mute the Responder channel To avoid notifications from multiple channels, we recommend that you mute the Inbox Responder channel in Slack if you intend to work in the Collaboration channel as an Agent.
• Sensitive information Avoid sharing sensitive information in the channel as it is publicly available for all people in that channel. Use the Private Ticket Submission Form if you need to manage sensitive information in your tickets.