Use a linked discussion to ask teammates for help with a support thread through Slack or email. Use an internal note when the message should stay inside the Userorbit thread.

Plan access: Support Suite is available on Scale and Enterprise, during an active trial, or when enabled separately for the workspace.

Start a discussion

  1. Open the support thread.
  2. In Discussions, select Ask your team. You can also open the plus menu and select Create discussion.
  3. Select the discussion's Channel.
  4. For email, enter the recipients in Send to.
  5. Write the message and review the destination before sending.
  6. Send the discussion, then confirm it appears under Discussions on the thread.

An email discussion includes a copy of all visible thread messages. Choose recipients who are allowed to see that conversation. A discussion is separate from the customer reply, but it is sent to the Slack channel or email addresses you select.

Open the plus menu beside Ask your team and select Link existing discussion to connect an existing Slack discussion to the support thread.

Return to the customer reply composer when you are ready to respond to the customer.

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