Work on work items in Slack

Agents can take various actions in Slack which immediately sync with the work item in your service project.

Add comments

To comment on a work item:

1. Find the work item thread, either in the request or agent channel.

2. Enter your message and send.

Comments are visible to anyone with access to the request channel, and they also sync with the work item.

Add internal notes

If you need to add a sensitive message that should only be visible to other agents, add it as an internal note:

1. Find the work item thread in the agent channel.

2. Start your message with the lock emoji (:lock:), then enter the rest of your note and send.

The message only shows in the agent channel and on the work item in the service project.

Approve or decline requests

If approval requests are set up for your project, anyone who needs to approve a request receives a direct message from Assist.

To approve or decline the request:

1. Review the request, using View details to open the work item in your project if needed.

2. Select the relevant button in your chat with Assist.

   1. Select Approve to approve the request.

   2. Select Decline to decline it.

Once you approve or decline the request, the message displays a timestamped notification recording your decision.

Assign a work item to yourself

To assign a work item to yourself, you must be an agent in the agent channel. There are two ways to assign the work item to yourself:

• Select Take it.

• React to the message with the eyes emoji (:eyes:).

Change the status of a work item

Before you can change a work item’s status, make sure you’re assigned to it as the agent.

Once assigned, to change the status of a work item:

1. Select Change status on the work item in the agent channel or the thread of the request.

2. Select a new status from the dropdown.

   1. If you’re closing a work item, an additional screen appears where you need to select the resolution.

3. Select Submit.

View work item details

To see all of a work item’s fields, use View in the message in the request channel. A modal opens showing all available form fields. This option is available in the request channel.