Setup Agent Triage Channel

Support tickets may come from many sources. It may come from Slack via Troopr or  from an email or filed in the Jira customer portal or any other source. Irrespective of the source, the purpose of an agent triage channel is to serve as hub for all tickets notifications, be it for new ticket creation or for updates.
Benefits of setting up an agent triage channel in Slack
One place for all ticket notifications
Collaborate with all agents in the Slack channel
Private space for agents to discuss and update tickets
Quickly scan through all recent activity in the channel
Easily assign, update tickets in Slack
Dedicated Slack thread for each ticket showing ticket activity
2way sync in Slack thread with ticket comments
Discuss with customers in Slack thread
Pre-requisites
Troopr Help Desk product should be enabled in your Troopr workspace
Troopr should be connected to your Jira 
Steps to setup agent triage channel
Designate an existing channel where your agents team members are there as the agent triage channel or create a new one. Note this is usually a private channel to restrict access to agents only.
Add Troopr to the designated triage channel
Click on Onboard Troopr and choose "Setup Agent Triage Channel" option
Follow instructions to setup the channel to receive ticket notifications from your Jira Service Management project
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Connect your Jira Service Desk (Server/DC) account

Setup Customer Support Channel

Last modified 3mo ago

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Contents

Benefits of setting up an agent triage channel in Slack

Pre-requisites

Steps to setup agent triage channel