Shared Escalation Channel Mode

What Is Shared Escalation Channel Mode?

In Shared Escalation Channel mode, all escalations go into a single pre-configured Slack channel. Each ticket gets its own thread inside that channel, rather than a dedicated channel. This is ideal for organisations that restrict Slack channel creation or prefer to keep all escalations in one visible space.

Agents still read and reply from the Freshdesk sidebar. Engineers and other collaborators work in Slack. Both sides see the same conversation.

Configuring Shared Escalation Channel Mode

Open the Slack Channels app settings page in Freshdesk.
Under Escalation Mode, select Shared Escalation Channel.
In the Channel field, enter or select the Slack channel to use as your escalation channel.
Click Save.

Private Shared Channel — One-Time Bot Invite Required

If your escalation channel is a private Slack channel, you need to invite the Taroo Connect bot into it once before escalations can be created.

Open the private channel in Slack.
Type /invite @Taroo Connect and press Enter.
Confirm the invite. The bot is now a member and can post threads to this channel.

This step is not required for public channels.

How Threads Are Created

When an agent starts an escalation, the ticket subject and description are posted as the opening message of a new thread in the shared escalation channel. Each thread is self-contained — participants reply within the thread, keeping escalations separated from each other.

Ticket Status Updates

Unlike Dedicated Channel mode, shared escalation threads do not have a channel topic. Instead, every ticket status change is posted as a message to the thread. Collaborators following the thread see each status update in context alongside the conversation.

Resolution

When a ticket is resolved, a Resolved reply is posted to the escalation thread. The shared channel itself is not archived — other escalation threads continue unaffected.

Switching Away From This Mode

You can switch to Dedicated Channel mode at any time in app settings. Existing tickets keep their escalation threads — only new escalations follow the updated mode.

Need Help?

Email us at support@taroo.in and we’ll respond within one business day.