In-Slack actions

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In your #support channel

You can take common actions directly from your Slack notification channel.

• Reply in Slack: links you to the original support request in your customer Slack channel
• I’ll take this: Assigns the thread to you in Plain
• Status dropdown: Updates the thread. All statuses are available to choose from in this dropdown.

To set up a Slack notification channel if you haven’t already, head to your workspace settings → notifications, and choose the channel you’d like your internal team to get notified in.

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On the top-level message of the support request

Quickly update the status of a support request in Slack by using the ✅ or 👀 emojis on the top-level message.

• ✅: Moves the status of the thread in Plain to Done
• 👀: Moves the status of the thread in Plain to Investigating

Only emojis added by workspace members will cause the status of the thread to update.