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Ownership

Every request has an owner

Thorpe gives each customer request in your shared Slack channels one owner, so a question never sits in a channel while everyone assumes someone else has it. Assign by hand, claim with an emoji, or let assignment rules share the work among the people who are on duty.

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Round robin skips a teammate who is away and assigns the new request to the next person on duty

Why shared channels lose questions

In a shared channel, everyone on your team can see every message, and that is the problem. Five people read a customer's question, each assumes another will answer, and the thread goes quiet. Or two people answer at once and contradict each other.

An owner fixes both. One name on each request means one person is expected to reply, and everyone else can tell at a glance that it is handled.

Assign by hand from the card

Each request gets a card in your triage channel. Choose Assign to me to take it, or Assign… to pick a teammate under Owner. The card updates in place, so the whole team sees the new owner without another message in the channel.

In the web app, the owner menu on a request does the same, and Assign to me is one click. You can pick only your own teammates, never people from the customer's workspace.

A customer's question becomes a card in the triage channel, and Assign to me makes Marcus its owner

Claim with an emoji

When you are already reading the customer's channel, react with 🙋 on their message and the request is yours. Only your teammates can claim. A customer adding the same emoji changes nothing.

A claim comes with a safety net. If nobody replies within 30 business minutes, Thorpe sends you one DM, with Reply in thread, Unassign and Snooze 1h. A reply from your team, a new assignment, a snooze or closing the request cancels it. Keep in mind that the reaction is visible to everyone in the channel, customers included.

A claim with the raising-hand emoji, and the reminder DM when the claim has no reply after 30 working minutes

Assignment rules that know who is working

Rules run when a request opens, so new questions have an owner before anyone looks. Admins set them in Settings > Team, and the first rule that finds someone on duty wins.

  • 1. Account owner gives the request to the owner of the customer's account. The account owner comes from the optional HubSpot integration.
  • 2. Round robin shares the rest among a group, either Take turns or Fewest open requests.
On duty
Inside their working hours, not on a holiday, and not away. Each person sets their own days, hours and time zone
Away
I'm away in Thorpe's Home tab in Slack, or a Slack status of 🌴, 🤒 or 🏖️
Out of rotation
A teammate can leave rotation with the Auto-assign switch
Reopened requests
Stay with their owner if they are on duty, and the rules run again if not

How it works

  1. Step 1

    In Settings > Team, set working hours for your team, or let each teammate set their own.

  2. Step 2

    Turn on 2. Round robin, pick a Mode, and choose a group or leave it empty to use everyone on rotation.

  3. Step 3

    If you use HubSpot, connect it and turn on 1. Account owner, so account owners get their own customers first.

  4. Step 4

    A customer posts in a shared channel. Thorpe opens a request and the rules pick someone on duty.

  5. Step 5

    Anyone can still take a request with Assign to me, pass it on with Assign…, or claim it with 🙋.

Details

1. Account owner
Off
2. Round robin
Off
Mode
Take turns
Group
Everyone on rotation
Auto-assign for each teammate
On
Working hours
The default SLA policy's hours and time zone
Claim emoji
🙋 (:raising_hand:)
Claim reminder
One DM after 30 business minutes without a reply
Who can change rules
Admins. Teammates can edit their own hours

Questions

How do owners know what is on their plate?

Every working day at 9:00, each owner gets a DM headed Your open requests, soonest due first, with when each one is due. No DM is sent on a day when the list is empty. SLA alerts at 75% and 100% reach the owner by DM too. If the owner is away when a target gets close, the alert in the triage channel says so, and someone else can step in.

What happens with no rules on?

New requests stay unassigned until someone picks them up.

Can I choose my own claim emoji?

Not yet. Settings for choosing your own claim emoji, and for changing the reminder, are coming.

Read more

Get started

Bring your shared channels into one triage view.

Tell us about your team and we will get in touch to set Thorpe up with you.

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