Notes, Discuss and private requests

The card thread is internal

Each request has a card in your triage channel, and customers are not in that channel. Thorpe saves every reply in the card's thread as an internal note on the request. Your team can paste logs, ask who knows the account, or agree on an answer, and it all stays with the request.

Notes are not replies to the customer, so they don't stop the SLA clocks. The clock keeps running until someone answers in the customer's thread.

Notes in the web app

The same notes appear in the web app at app.usethorpe.com. On a request's Activity tab, the Internal note box reads Only your team sees this. Add note saves the note and posts it in the card thread, so people working in Slack see it too. On the Conversation tab, notes show with a Note tag, and the search in the requests list finds note text.

One thing to know: notes work only in the card thread and in the web app. A message that starts with note: in the customer channel is an ordinary reply, and the customer sees it.

Private requests

Some questions a customer would rather not ask in front of everyone in the shared channel. With private requests on, a customer sends Thorpe a direct message in Slack, and your team answers from a card in a private triage channel. The customer sees only the answers, in their DM with Thorpe.

Because that card thread goes to the customer, a private request has no Discuss button. Start a line with note: or 📝 to keep it internal. Private requests follow the same SLA policies as other requests.

Private requests are a paid feature, and paid access is not open yet. Until then, the settings are shown but can't be changed.