Choose which ticket updates post to a channel

Each flow that posts to a companion app channel can now decide which ticket updates it sends. Use these settings to keep noisy activity out of channels that only need customer-facing replies, or to give technicians a full audit trail in a private channel.

​

Before you begin

• You need permission to edit flows in the admin app.
• The flow must already be configured to post to a channel (Slack or Microsoft Teams companion app).
• Existing flows keep their current behavior — all update types are enabled by default, so nothing changes until you turn something off.

​

Post to channel settings

Open the flow in Configure Flow. In the channel section you’ll see a Post to channel block with four options: The New ticket card is required so the channel always has an anchor card to reply to. The other three toggles are independent — turn any combination on or off.

​

Configure the settings

Changes take effect for updates posted after you save. Existing messages in the channel are not removed.

​

What updates look like in the channel

When enabled, updates appear alongside the ticket card in your Slack or Teams channel — external and internal notes render as replies to the card, and activity log entries show status, assignment, and other event changes.

​

Common setups

• Customer-facing channel — turn off Internal notes and Activity logs so only the new ticket card and external replies are posted.
• Technician war-room channel — leave all three on for a full audit trail of every reply, note, and status change.
• Status-only channel — turn off External notes and Internal notes and keep Activity logs on to see assignments, status transitions, and other events without any note content.

​

Defaults for new flows

New flows are created with External notes, Internal notes, and Activity logs all enabled. Adjust them before saving if you want a narrower channel from the start.