I am looking for a solution to a problem we have. We have many channels in our org and we also have a special setup where every customer that we have will get a MM channel in which we discuss things about them. From zendesk tickets being pushed there to tech discussions, feature request discussions, etc.
What I try to find is a solution to give somebody who logs into MM an easy way to see all account that are currently in a support escalation (not an open ticket but an actual escalation/emergency. I was hoping to find a way to give the channel a temp animated fire icon or to do something that indicates, ok, this channel is an escalation. But so far I have not found any way to do something like this.
Any feedback would be appreciated.
Welcome to the Mattermost Community Forums, and thank you for reaching out!
It sounds like you’re looking for a way to visually indicate when a channel is in an escalated state or requires urgent attention. While Mattermost doesn’t have a built-in feature for animated icons or specific indicators for escalation channels, there are a few alternative approaches you can consider:
- Channel Naming Convention: You can establish a naming convention for escalation channels, such as prefixing the channel name with “[Escalation]” or using specific keywords. This way, users can quickly identify which channels are related to escalations.
- Channel Topic: Utilize the channel topic to provide a brief description or status update for the escalation channels. You can update the topic to reflect the current state of the escalation, such as “URGENT - Escalation in progress” or “RESOLVED - Escalation completed.”
- Channel Header Messages: Consider using the Channel Header plugin to display important information or status updates at the top of the channel. You can use this to provide a visual indication or message specific to escalation channels.
These approaches can help users quickly identify escalation channels and understand their status. Additionally, you can customize the Mattermost interface by developing custom plugins or using the Mattermost API to create more advanced features or visual indicators.
I hope this helps! Let me know if you have any further questions or if there’s anything else I can assist you with.
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