Triaging is how you take conversations from customer channels and cross-post them to an internal channel.
When you're managing a conversation in Slack, you'll see a "Triage" button, which will present you with the option to select an internal channel, optionally tag a team member, and add a note.
After confirming, the contents of the the thread will be cross-posted to the channel where your team can work through the details privately. The status badge will also auto-update based on the status of the ticket.
To set up a default Triage channel, head over to “Settings” > “Slack”, and you’ll see a dropdown at the top.
You can also set a custom Triage channel per customer by clicking on a customer profile and navigating to the “Settings” tab on the left.