Skip to main content
The same underlying incident, told two ways: a plain-language update for the customer, and progress detail for the engineers fixing it.

​
The scenario

A customer posts in the Slack channel your team connects to a support project. tasksmind turns that report into an incident, and the customer only ever sees a friendly status update in return, never code, logs, or a stack trace.

​
Two channel types, never both

An org owner or admin marks a channel as one or the other, from Slack or the dashboard. A channel can’t be both. Designating one refuses if the channel is already the other type.
The repo needs an on-call project set up in your dashboard already. Reports posted here become incidents and fix PRs automatically. The difference is only in what gets said back into the channel.

Support channel

Friendly, plain-language status only. No code, no logs, no stack traces, no file paths.

Dev channel

Root cause, file paths, and the PR link. Set with @tasksmind set dev channel here or from Settings in the dashboard.

​
What it looks like

In the customer-facing support channel #support Jordan (customer) · 2:10 PM hey, my export keeps failing and just says “something went wrong.” anyone know what’s up? tasksmind · 2:11 PM Thanks for flagging this. I’ve found the issue and I’m already working on a fix. I’ll update this thread as soon as it’s resolved.
In the connected dev channel #eng tasksmind · 2:11 PM New incident from #support: export failure reported by a customer. Root cause: the CSV export job times out on accounts with more than ~50k rows, in jobs/export.ts. tasksmind · 2:14 PM Tests passed in the sandbox. Draft PR ready: Approve / Request Changes / Stop / Escalate below.
connect support and set dev channel here are gated to org owners and admins. No one else can point tasksmind at a repo or open up the technical-detail channel.

From customer report to pull request

The full investigate-to-PR pipeline this feeds into.

See everything tasksmind can do

Back to the full use-case index.