Internal discussions let your team collaborate on a support thread over email or Slack without sending those side conversations to the customer. Use them when.
Internal discussions let product, engineering, legal, or account teams collaborate without sending side conversations to the customer.
Start a discussion
- Open the support thread and choose Ask your team or Create discussion.
- Choose Email or Slack.
- Add recipients or select a connected Slack channel.
- Write the decision or help needed and send.
What is shared
Email discussions include visible customer thread history but exclude internal notes. Slack creates a new Slack thread.
Link an existing Slack thread
Choose from the latest 30 top-level messages. Userorbit can import up to 100 replies for context.
Resolve or reopen
Resolving a discussion moves the support thread to Close the loop unless it is already Done or Ignored. Reopen the discussion when more internal work is needed.