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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.

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Setting Up a Digest

  1. Go to Settings → Notifications → Slack

  2. Set up or select a Slack integration

  3. Choose the Digest type you want to enable

  4. Set the delivery time (UTC). For Themes, you can also choose daily or weekly and the day.

  5. Toggle it on

Daily digests are sent on weekdays only. The Themes digest can be scheduled to be sent every or any day, including weekends.

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.

Themes

The Themes digest surfaces the main topics coming up in your support threads. It references the AI-grouped themes already available under Insights → Themes on your workspace, and sends a short digest so you can see what’s trending.

Best for:

  • Support leads and managers

  • Anyone who wants a quick view of “what’s hot” in the queue

Use it to:

  • Spot recurring issues or topics

  • Prioritise and plan around common themes

Tip: You can send it daily (weekdays only) or weekly (any day, including weekends).

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

  • Send the Themes digest to #support-leads or #product for a weekly view of trending topics

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.

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