Triage
Hold issues raised from outside the team in a Triage inbox until someone accepts, declines or snoozes them.
Triage
Triage keeps issues that come from outside the team off the board until someone has looked at them. They wait in the Triage inbox, where a team member accepts, declines or snoozes each one.
Turn triage on for a project
- Open the project and choose Settings.
- In Triage, turn on Triage new issues from outside the team.
Turning it off later leaves issues already waiting in the inbox until someone decides on them.
Which issues wait in triage
In a project with triage on, a new issue goes to the inbox when it was created:
- through an intake channel — a form, email, chat or a monitoring alert;
- with an API token;
- by anyone who is not on the project's team and is not its lead.
Issues the team creates itself skip triage. A waiting issue stays off the board and backlog, and its page shows a Waiting in triage banner with the same actions as the inbox.
Work through the inbox
Choose Triage in the sidebar. If several projects use triage, pick one in the project menu — each shows how many are waiting. Switch between Waiting and Snoozed. Each row shows the type, who raised it and when.
Accept
Accept lets the issue join the backlog. You can set its Priority and Assignee in the same step, or leave them for later.
Decline
Decline asks for a Reason (at least 3 characters). The reason is added to the issue as a comment and the issue is closed where its workflow allows. If it repeats another issue, enter that issue's key in Duplicate of (optional) and the two are linked as duplicates.
Snooze
Snooze hides an issue until Tomorrow, Next Monday or In a week (each at 9:00). It is still waiting, still off the board, and returns to Waiting on its own.