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 web hooks to other systems.
Channels are listed in left navigation menu by types. By clicking to the + menu new channel can be created. Private channels can be hidden by clicking to X icon but conversation is preserved until channel is deleted.
Channel Types
Public Channels
Public channels are group channels where everyone can easily join and leave. The group manager can add any person as a member of the group or any user in the system can join the group using the "More" button.
If desired, public channel can be converted to 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 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 to re-join.
Private channel cannot be converted to a public channel.
Direct Messages
Direct message channels are used to start direct messaging with one or more users. Channel members are determined when creating a channel and cannot be changed later. Also direct message channels are more limited compared to other channel types.
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.
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.
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.