Work on issues in Slack

You can take various actions in Slack which immediately sync with the issue in your service project.

Add comments

To comment on an issue, type a message in the thread of the original request in either the agent channel or the request channel. Comments are visible to anyone with access to the request channel.

Add internal notes

To add internal notes to issues, start your message in the agent channel thread with the lock emoji (:lock:). This posts as an internal note on the issue, and it only shows in the agent channel thread.

Approve or decline requests

To approve or decline a request, select the relevant button in your chat with Assist — for example, selecting Approve approves the request so it can move to the next stage of its workflow, and selecting Decline declines it.

Once you approve or decline the request, the message displays a timestamped notification recording your decision. You can also use View details to open the issue in your service project.

Assign an issue to yourself

To assign an issue to yourself, select the Take it button on the issue in the agent channel or by reacting to a message with the eyes emoji (:eyes:).

Change the status of an issue

Before you can change an issue’s status, you’ll first need to assign it to yourself.

Once assigned, to change the status of an issue:

1. Select the Change status button on the issue in the triage channel or the thread of the request.

2. Select a new status from the dropdown.

3. Select Submit.

View issue details

To see all of an issue’s fields, use the View button in the message. A modal opens showing all available form fields. You’ll see this view option in both the request channel and in the Assist app home.