Channels

Channels are used to share information, documents and follow specific cases within the team in the messaging environment. Channels can also be integrated with e-mail and webhooks to other systems.

Channels are listed in the left navigation menu by type. You can create a new channel by clicking the "plus" button. Moreover, you can have private channels to which only the invited members of your organization can have access. All the conversations are preserved securely until the channel is deleted. 

Channel Types

Public Channels

Public channels are the group channels where everyone can easily join and leave. The group manager can add any person as a member of the group and any user in the system can join the group using the "More" button.

If desired, the public channel can be converted to a private channel by selecting "Convert to Private Channel" from the channel menu.

Private Channels

Private channels are open to a specific group of users and cannot be accessed or viewed by those who are not invited. The group manager can add any person to the channel with "Manage Members" from the channel menu. Member users can leave the channel as they wish, but they must be invited if they want to join again.

The private channel cannot be converted to a public channel.

Direct Messages

This section allows users to message directly between themselves. 

Channels Basic Features

You can reach the essential features of the channels by clicking on the channel name.

Edit
Edits the channel features.

Delete
Deletes the channel.

Manage Members
Uses this feature for adding new members, deleting members and giving permission to members. Members can participate in the channel according to their type of permission.

All: Members with full authority can edit the channel, delete it, manage members, convert the channel to a private channel, view the statistics, leave the channel and manage all cases in the channel.

Execute: Member with the execute permission, can manage members, convert the channel to a private channel, view the statistics, leave the channel and manage all cases in the channel.

Read: Members with the read authority view the members, view the statistics, leave the channel, assign the unassigned cases to themselves or view the assigned cases in the channel.

Convert to Private Channel
Select to change public channel to private channel. When you make the channel private, only members can reach it.

Statics
This is the section with case summary reports. Click for more information : Channel Statistics

Leave Channel
Uses to unsubscribe from channel.

Case Management

Channels have a case management feature to manage tracked topics in addition to messaging. Case management feature is disabled by default but can be enabled by selecting edit from channel menu.

When enabled channel view split to sections to show channel activities and case list. Please see Cases page for more details.

Cases can be created by manual user entry or automatically by email or integration with web hooks. Each case has an automatically incremented number to easy referencing. Case number starts from 1 for each channel.

General

The standard settings of the channel are made in the general section. 

Name
Specifies the channel name.

Purpose
Specifies the purpose of channel.

Enable Cases
Click on to do case management in channel.

Enable Time Tracking
Click on to time tracking in case.

Enable Milestone
Click on to milestone in case.

Mail Monitoring

Channels can automatically create a case for incoming mails by periodically following one or more specified e-mail accounts.

Ongoing messages in e-mails are automatically taken into the case created earlier.

The contacts in the e-mail are automatically added to the list of contacts in the case. Changes on the case are sent to the relevant people as feedback.

E-Mail From Address for Mail Notifications
Specifies the showing e-mail address in mail notifications.

Host
Specifies the mail account server name. IMAP protocol must be supported for mail account.

Port
Specifies the IMAP port, if set to 0 default 143 or 993 port is used.

User Name
Specifies the mail account user name.

Password
Specifies the mail account password.

SSL Enabled
Specifies the SSL connection is used.

Begin From
Specifies the date of begin to create cases.

Notification Templates

Notification templates section helps to edit different notification templates of content. While sending notification emails those templates are used. 

Case Open
The content of the notification message which is sent for newly opened cases is edit here.

Case Assigned
The content of the notification message which is sent for assigned cases is edit here.

Deadline Occurs
The content of the notification message which is sent for deadline cases is edit here.

Case Closed
The content of the notification message which is sent for closed cases is edit here.

Recipients
Specifies the recipients of notification.

Subject
Specifies the subject of notification.

Content
Specifies the content of notification.

Reminders
The content of the notification message which is sent for reminders is edit here.

First Reminder
Specifies the time of first reminder.

Repeating Reminder
Specifies the time of repeating reminder.

Message Signature

Specifies the signature to be attached to the end of the message in the notifications made by e-mail. Signature is in rich text format to include text decorations or images etc. Signature may can contain variables in the format %NAME% to include the information of the relevant case in the signature. The following fields can be used as variables.

Related Processes

Related processes are list of attached processes to channel. Attached processes help to start workflow instances on cases. Please see process administration for more details.

Is Enabled ?
Specifies the selected process is enabled on channel. When the selection is removed, the process is temporarily disabled.

Process
Selected process to attach. All installed processes are listed without any restriction.

Rules

This part is used for creating rules to decide on case routing and priority of cases. Decison table helps to define to inputs and outputs. When a case comes to channel, rules automatically work.

Time Tasks

Time tasks part helps to definate task name of cases. Time tasks are used for adding time type to case.

Web Hooks

Web hooks are used to integrate channels or cases with third-party applications. Web hook URL is automatically generated by system and cannot be changed. Please see the Channel Web Hooks page for more details.