Messaging
Talk to the people behind the feedback — and to each other — without leaving the tool. Messaging holds customer support threads, internal team channels, and direct messages side by side.
Three kinds of conversation
| Type | Who's in it |
|---|---|
| Support threads | You and a customer, usually tied to a piece of feedback. The customer sees only the public messages. |
| Channels | Topic-based internal rooms for the team — like a triage room or a release channel. |
| Direct messages | One-to-one between teammates. |
Public replies vs. internal notes
Inside a support thread you can post a public reply the customer receives, or an internal note only the team sees. Internal notes are visually distinct so you never mix them up — use them to coordinate before responding.
Linking to feedback
A support thread can be attached to a feedback item, so the conversation and the triage live together. Open the linked item straight from the thread, or jump back to the conversation from the feedback detail panel. @-mention teammates in internal notes to pull them in.
Presence & density
Avatars show who's online, away, or offline. If you work a high volume of threads, switch the message list to compact density from the view controls to fit more on screen.