🎯 Overview
When you're chatting with our team on Slack — especially when it comes to support — using threads is the name of the game. Why? Because it keeps conversations tidy, avoids duplicate tickets, and ensures you get the help you need, faster.
Let’s break down why it matters, how to do it right, and what not to do (we’ve all been there).
🧠 Why Threads Matter
Slack isn’t just a chat app for us — it’s directly integrated into our support ticketing system. That means:
Every new message in a Slack channel (not in a thread) can automatically trigger a new support ticket.
If you're replying to an ongoing conversation but post a brand-new message instead of replying in the thread, our system thinks you're starting a new issue. And boom — multiple tickets for the same thing. Chaos. Confusion. Delays. 😩
Threads = clarity.
✅ Best Practice: Use Threads to Reply
Here’s how to keep the convo clean and support snappy:
Start a new message only when:
You're starting a brand-new topic or issue.
Always reply in a thread when:
You're following up on a question.
You're giving additional info or updates.
You're responding to support feedback.
🚫 Don't Do This (creates 3 separate tickets):
[10:00 AM] I'm having an issue logging in.
[10:03 AM] I tried resetting my password.
[10:05 AM] Never mind, it's working now.
Each of those messages could become a separate ticket — even though it's clearly the same issue.
✅ Do This Instead (1 thread = 1 ticket with full context):
[10:00 AM] I'm having an issue logging in.
↳ [10:03 AM] I tried resetting my password.
↳ [10:05 AM] Never mind, it's working now.
Much better. One conversation. One thread. One ticket. Everyone’s happy.
🛠️ How to Reply in a Thread (in case you’re new to this)
Hover over the message you're responding to.
Click the speech bubble icon 💬 (aka “Reply in thread”).
Type your message in the thread panel on the right side.
Hit send — boom, threaded like a pro.
❤️ Thanks for Your Help!
We love good thread hygiene. It keeps support fast, efficient, and human (just like we like it). Every time you use threads properly, you're helping us help you faster.
Got questions? Confused about threading? Just message us directly — or hey, start a new thread about it 😄