Actions

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Assignment

• Assign to user - Assigns the thread to a specific user or machine user.
• Assign to company account owner - Assigns the thread to the account owner of the customer’s company.
• Assign to team - Distributes the thread using round-robin assignment across team members.
• Unassign thread - Removes all assignees from the thread.

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Thread properties

• Set priority - Sets the thread priority to: Urgent, High, Normal, or Low.
• Set tier - Moves the thread to a specific tier.
• Set status - Changes the thread status.
• Apply labels - Adds one or more labels to the thread.
• Lock thread - Locks the thread.

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Messages and notes

• Send message - Sends a message to the customer.
• Add note - Adds an internal note to the thread, only visible to your team.

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Integrations

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Send HTTP request

• Post to a Slack channel with a Slack incoming webhook
• Create a Linear issue through the Linear API
• Trigger a PagerDuty incident with their Events API
• Send a notification to Discord with a Discord webhook
• Call your own internal API to run custom logic

• {{ customer.email }}, {{ customer.fullName }}, {{ customer.shortName }}
• {{ thread.ref }}, {{ thread.id }}, {{ thread.externalId }}, {{ thread.title }}, {{ thread.description }}, {{ thread.url }}
• {{ workspace.id }}

{
  "threadId": "{{ thread.id }}",
  "customer": "{{ customer.email }}",
  "title": "{{ thread.title }}"
}