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Can slack triage channels be internal by default?

Can slack triage channels be internal by default?

Currently comments on messages in the slack triage channels are external by default. This is dangerous for the support process if someone jumps in without knowing that and it seems backwards.

Is it possible to make messages internal by default and send them with an maybe a paper airplane or arrow icon? :arrow_right:

1 answer

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Yes, if you start your comment with the :padlock: the comment will be added as an internal note and only visible to agents.

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Here is the documentation for it, https://plz.halp.com/article/lva4e36oi5-how-to-create-a-ticket-with-an-emoji-reaction-in-slack#private_notes

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Hi Mikael, the point of the request is that you should change (or make it configurable) for the default to be internal messages and make external messages to be the opt-in.

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You could always make that suggestion, but I am pretty sure that that it will not happen since Halp as we know it is going away next year and be part of JSM and the new virtual agent. You can read the announcement here.

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What is the recommended way to do slack integrations with Jira? Ideally it would sync slack threads with the tickets comments.

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The recommended way is to use Atlassian Assist with your JSM projects, and you can read more about it here.

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Jira Service Management

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