General

The General tab holds an app’s identity. It also decides how each ticket appears in chat.

App label

Required. This is a short display name. It is shown in the sidebar menu and wherever else the app appears. Conclude also uses it when Name your ticket is empty.

Name of app

Required. This is the app’s identifier. Use lower case letters, numbers and underscores. Conclude lowercases the name when you save. Users type the name after /c to create a ticket from chat, as in /c helpdesk. See Commands.

App description

Optional. Write a longer text that explains what the app is for. It is shown with the label in the editor and in chat. An agent on the app uses it as system-prompt context when the YAML context key is not set.

Icon

Optional. Choose Incident, Bug, Approval, Decision, Helpdesk, Minimal, Support, Generic or None. A YAML icon value outside this list appears as an extra option. The YAML reference gives the default.

Name your ticket

Optional. This is the noun for one item of work, for example incident. Conclude uses it in dialog captions, buttons and messages. If you leave it empty, Conclude uses the app label in lower case and makes it plural when needed. Write singular/plural to control the plural, such as entry/entries. To change one caption instead, use the Texts tab.

App mode

• Thread (default). Each ticket is a thread in the channel where the app is installed
• Channel. Each ticket gets a dedicated channel

Switching between them keeps other YAML mode flags, such as silent.

Channel name convention

This field appears only in Channel mode. The dropdown offers three formats. Each one starts with an underscore and the name of the channel the app is installed in. The examples below use _support.

You can also type your own pattern. It is then listed as “Custom name”. Conclude expands the macros when the ticket is created, then sanitizes the result for the chat platform.

A suffix keeps the names apart:

• A pattern without macros always gets a sequential suffix. So does a pattern that ends in - or _
• A pattern with macros gets a suffix only when the name is taken

With no convention set, the name is the install channel name with a platform prefix and a sequential suffix. The prefix is _ on Slack. A macro that cannot be expanded gives the same fallback name, and that name gets a suffix only when it is taken.

When an attribute used in the pattern changes, Conclude renames the channel of an open ticket. For the macro syntax, see Macros and roles.

Not on this tab

Alerts and who may use the app (type) are on the Roles tab. Notifications, rate limit, error log and hiding the deadline have no field in the editor. Edit them as YAML on the Expert tab.

Next, read about the Agents tab, or go back to the editor overview.