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Channels — Team & Project Messaging with Threads, Files, and Guardrails | Velaxe

Channels

Convert a channel thread into a support ticket

Capture the context, attachments, and participants with a live link back to the thread.

8 min Beginner Support Agents, Moderators Updated Aug 2, 2025
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Overview

Capture the context, attachments, and participants with a live link back to the thread.

Prerequisites

None.

Permissions required

Channels.read AgentDesk.tickets:create

Steps (3)

Estimated: 8 min
  1. 1

    Open the conversion dialog

    Support Agent 3 min Back to top

    On the thread header, click **Convert → Ticket**. Choose queue, priority, and assignee.

    Tips

    —

    Validation

    • Required fields (queue, subject) show green checks.

    Success criteria

    —

  2. 2

    Include context & files

    Support Agent 2 min Back to top

    Ensure “Include last 20 messages” is on and attachments are selected. Submit.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Track status from the thread

    Support Agent 3 min Back to top

    The thread header shows ticket status. Post updates; they sync as internal notes.

    Tips

    —

    Validation

    —

    Success criteria

    • Ticket link renders in thread; status mirrors open → resolved.

About this guide

Channels keeps work visible and searchable. Use public or private rooms, keep side conversations contained in threads, and attach files through File-Vault with previews and expiring links. Pin a living Canvas to each channel for runbooks or briefs.

With one click, convert an important thread into an Agent Desk ticket, route tasks into ActionDesk, and log every key moment to Chronicle. Moderation, DLP, retention and legal hold are workspace-level guardrails. Optional AI summaries help teams catch up quickly.