Triage Channel Feedback

Having designated triage channels in your Slack workspace enables your team to solve incoming requests quickly and efficiently, all while working in Slack.

If you're new to setting up a triage channel, check out Slack's guide to prioritizing tasks with triage channels.

For the purposes of this step-by-step guide, we'll refer to the following system, also shown in Slack's guide.

Triage Channel System in Slack

For incoming messages sent by the member reporting issues or making requests, you can optionally use the following guidelines to indicate the level of priority for each message.

šŸ”“  emoji means the issue is urgent.
šŸ”µ emoji denotes a question or problem.
āšŖļø  emoji shows something is feedback.

Using the emojis, an incoming request would look something like this:

triage-channel-request-600x193

To claim a task, we use an emoji-reaction system that shows who is working on an issue/request.

šŸ‘€  emoji reaction means "Iā€™m taking a look at this".
āœ…  emoji reaction means "The issue is now fixed".

Triage-support-emoji-reaction

Based on what emoji you use to signal that the issue has been completed, you can use that emoji as the trigger to send out a quick and automated follow-up survey asking for feedback.

Now, let's get started on how you can set up this workflow.

Creating the Triage Feedback template

First, you'll need to create a survey template for as many surveys that you intend to be sent after the emoji reaction is used. We recommend just a simple one-question poll, so that the experience is quick and frictionless to the user.

Alternatively, you can also just use our own Support Ticket Feedback survey template as a starting point.

If you're creating your own template from scratch, go to Create Poll as you normally would on the web app, and either create a single-question poll, or a multi-question survey (depending on your needs). You can skip the audience part, since you will need to define the audience within the Workflow anyway.

If you're happy with the default 7 days allowed for voting, you can move onto the poll question, otherwise, you're free to set the length of time in which the user can respond to the poll.

Next is the poll question ā€” this is entirely dependent on your needs, but here is what we use for our own team for some inspiration:

triage-channel-template-creation-1

And for the settings, select Send via DM and keep it non-anonymous. Once you're done, you can hit Save as a Template so you can use the same template in the Triage Channel Feedback workflow.

Setting up an emoji-reaction workflow to capture real-time feedback

To set up a new workflow, go to Workflows --> Create Workflows --> Custom Workflow, and give your workflow and appropriate title (something like #triage-channel ticket feedback)

From the trigger drop-down, select Emoji Reaction as the trigger and input the emoji you use to signal that the issue has been completed, in the appropriate triage channel.

channel-triage-trigger

For the Advanced Trigger Options, this is where you can optionally append additional metadata to the survey to provide additional context to the message. Here's an example:

trigger-metadata-channel-triage

Moving onto the Surveys section, this is where you will attach the survey template that you just created in the first step. For the survey delivery, when you click on the drop down you will see that you have the option to send to trigger metadata such as: the channel, the message author, or the user (that reacted with an emoji).

If you've renamed the metadata like the example shown above, then those will display in place of the provided default.

channel-triage-workflow-audience

For this workflow, you will choose the Message Author as the recipient of the survey, since in this scenario they are the person submitting an issue or making the request. '

The last and final step of the workflow, is to configure when you want to send the survey. The default is immediate ā€” so as soon as the issue is resolved, the message author is served a survey. You can choose to delay it by however long too, if you wish. We've seen 5 minutes, 15 minutes, so on so forth.

send-survey-delivery-

Once you're all done, just hit save and then Create Workflow. Now, your workflow is off and running! šŸŽ‰