Slack Digests

From frontline responders to support leadership, Slack digests help teams to stay aligned and responsive – without constantly checking the queue. Delivered via Slack, they provide clear, timely updates tailored to how different team members work.

Setting Up a Digest

Go to Settings → Notifications → Slack
Set up or select a Slack integration
Choose the Digest type you want to enable
Set the delivery time (UTC)
Toggle it on

Digests are sent only on weekdays.

Available Digests

Daily Standup

The Daily Standup gives your support team a focused view of what’s waiting in their queue. It highlights all threads in your Todo list and tags assignees directly – making it easy to kick off the day with clear priorities.

Best for:

Frontline support agents
Support engineers
On-call rotations

Use it to:

Get a quick morning snapshot of open work
Avoid things slipping through the cracks
Reduce the need for manual check-ins or standups

Tip: Schedule this to go out early in the morning (your team's local time), so everyone starts the day with a clear plan.

Daily Summary

The Daily Summary gives a high-level view of your support queue’s overall health. It surfaces threads that need urgent attention – such as those breaching SLAs, aging without a response, or otherwise stuck.

Best for:

Heads of Support
Team leads
Product and ops stakeholders who oversee support but aren’t in the inbox daily

Use it to:

Monitor queue health across the day
Spot patterns and pressure points before they escalate
Get visibility into team performance and SLA adherence

Tip: Send this at the end of the day to recap performance and flag anything that needs escalation or carryover.

Sending different Digests to different channels

You can configure multiple Slack integrations if you want to send different digests to different channels – for example:

Send the Daily Standup to #support for the full team
Send the Daily Summary to #support-leads for managers

Just repeat the setup process and select the appropriate channel for each digest. This ensures each stakeholder group gets the right level of visibility, at the right time.