Ticket Commands

Here is an overview of all Conclude commands that can be used in ticket channels that have been created by Conclude apps.

Quick reference

  • Conclude the ticket /c conclude
  • Edit ticket settings /c edit
  • Assign ownership /c owner
  • Invite people /c invite
  • Rename channel /c rename
  • Severity setting /c severity
  • Inactivity timer /c timer
  • Set a deadline /c deadline
  • Share a ticket /c share
  • Delete a ticket /c delete
  • Eject a ticket /c eject

See below for detailed explanations for each command.

Conclude the ticket

  • /c conclude opens a dialog where you can enter a conclusion and close the ticket.

Edit ticket settings

  • /c edit opens a dialog where you can edit all ticket settings (attributes).
  • /c edit subject opens a dialog where you can edit the ticket’s subject attribute.

Assign ownership

The owner is an individual who is responsible for the ticket. Notice the owner must be a member of the ticket channel.

  • /c owner <@user> assigns ownership of the ticket.
  • /c owner displays the current owner.
  • /c owner clear marks the ticket as unassigned.

Example:

  • /c owner @louise assigns ownership of the ticket to Louise.

Invite people to ticket channels

This invite command is an alternative to the built-in Slack /invite command. The Conclude version lets you invite several team members at once, and even invite people who are members of channels and Slack user groups.

  • /c invite <@user> <@usergroup> <#channel> invites users, channel members and members of user groups.

Examples:

  • /c invite @sandra @jim invites two team members.
  • /c invite @sales-east invites everyone in a Slack user group.
  • /c invite #devops #management invites the members of two Slack channels.

There is no limit to how many individuals you may invite to a ticket.

Rename the ticket channel

Rename the ticket channel that was created by Conclude. Using /c rename is equivalent to using the built-in Slack /rename command except that the Conclude version works on both mobile and desktop versions of Slack

Slack channel names are limited to 80 characters, and may include lower case non-Latin letters, numbers, underscores (_) and hyphens (-).

Tip: Use a pattern to differentiate Conclude tickets from regular Slack channels.

  • /c rename <channel name> renames the ticket channel.

Example:

  • /c rename _incident-4211

Severity level

The severity describes the severity level of a ticket, and is mainly used for managing incidents.

  • /c severity <severity> sets the severity level for the ticket.
  • /c severity displays the severity level.
  • /c severity clear removes the severity setting.

Examples:

  • /c severity critical sets the severity level to critical.

Severity levels:

  1. Critical
  2. High
  3. Moderate
  4. Low
  5. Unknown
  6. None (removes the severity setting)

Inactivity timer

The inactivity timer sends reminders to a ticket channel if there have been no comments during a specific time period. It reduces delays and shorten incident resolution times and is configurable to your organization’s preferences.

  • /c timer opens a Slack dialog where you can start or stop an inactivity timer.

Deadlines

Set a deadline to create urgency. An automated notification will be sent to the team when the countdown timer is 20% from reaching zero, but at most 24 hours before the deadline. For example, if you set a deadline in 10 hours, you’ll get a reminder in 8 hours. If you set a deadline in a week you’ll get the notification exactly 24 hours before the deadline expires.

Deadlines are always expressed in your local timezone.

  • /c deadline <deadline> sets a deadline for a future date/time.
  • /c deadline displays the deadline.
  • /c deadline clear removes the deadline.

Examples:

  • /c deadline tuesday at 4pm
  • /c deadline tomorrow
  • /c deadline in 4 hours
  • /c deadline Friday noon
  • /c deadline October 3 at 4pm

You can share a link to the ticket using the /c share command. It will generate a URL that your team members can open, unless it’s a private ticket which they cannot access. People outside your Slack workspace cannot access the shared ticket since it requires login access to the workspace.

Example:

  • /c share

Here is a link to the ticket: https‍://conclude.io/id/i5H5jvp2H

A typical use of this link is to store it in Trello, Jira etc. as a link to a Conclude ticket.

Delete a ticket

Use the command /c delete to delete a ticket. Conclude shows you a confirmation dialog that asks if you really want to delete the ticket before actually deleting it.

Warning: After a ticket has been deleted, there is no way to restore it.

Danger zone: You can delete a ticket quietly without a confirmation dialog by typing /c delete -q.

Eject a ticket

Convert a ticket to a regular Slack channel by using the /c eject command. This is useful if you want to continue using the channel as a permanent Slack channel and not as a temporary ticket channel.

You may also want to rename the channel, or at least remove any underscore (_) prefix so the channel is not confused with other Conclude tickets.

Warning: Ejecting a ticket is irreversible. You cannot convert it back to a Conclude ticket.

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