Slack Triage

Everything the support channel asked for, as a list of items with an owner and a state, instead of a wall of messages.

What you get

One board, refreshed three times on a weekday. Every request that came into the channel gets a row: what it is, what it actually needs from you, who has it, and where it stands. A message somebody already handled is marked Done and drops down the board. A message nobody picked up sits at the top marked New until somebody does.

The board is the thing a support channel never has. Scrolling back through a channel tells you what was said. This tells you what is still owed.

Nothing is posted, replied to or reacted to. It only reads.

How to look at it

Open the Triage Board app in this cabinet. It comes pre-filled with a made-up example so you can see the shape of it straight away. The page says clearly that those items are invented. Your first real pass takes its place.

Before it can read your real Slack

Connect Slack on Cabinet's integrations screen. Slack has no one press sign in, so the screen walks you through making a small Slack app of your own: it shows you the five things you will press in Slack's own console, hands you the two values to paste there, and then asks for the app's two keys. Set aside about two minutes once.

When you connect, Cabinet asks which channels your team may read. Point it at your support or incident channel and leave the rest out. Until Slack is connected the board keeps showing the example.

How the owner gets there

The board only ever repeats what the channel said. If somebody wrote "I'll take this", they are the owner. If nobody did, the owner column is empty and the item stays New, which is the honest answer and the useful one. Nothing here assigns work to anybody.

What's inside

• Triage Desk is the one agent. Reads the channel, keeps the board true.
• Support Triage is the one routine. Runs at 09:00, 13:00 and 17:00 on weekdays.
• Triage Board is the one page. Opens on the newest pass.