Using Slack to contact the Customer Success Team

How do I get access to the Customer Support Slack workspace?

Dedicated Slack support is available only for customers who have purchased a dedicated Slack support license. Speak with your account manager if you are interested in upgrading.

If you have a dedicated Slack support license, then we will invite members of your team to a private Slack workspace for your team.

Our Customer Success Team will be on hand to make sure your team get up and running with their new Slack channel quickly.

What are the active support hours?

Our dedicated Slack support operating hours are 09:00 - 17:30 GMT.

You are welcome to leave messages outside this time frame and we will pick them up as soon as we can.

How long does it take to get an answer via Slack?

During operating hours our Customer Success Team aims to respond within 4 hours, although we usually respond much faster than this. Our average response time is currently less than 20 minutes.

Please note that while we can respond to your question quickly, we cannot guarantee a time frame to resolve your issue as it will need to be investigated first.

Resolve times vary greatly depending on how complex the issue is. We will do our best to provide you with a clear estimate of a resolve time where this is possible. 

How does a dedicated Slack channel work alongside the Help center?

Your dedicated Slack channel provides quick access to our Customer Success Team directly for the fastest responses to your questions.

You are still welcome to raise issues via a Help center support ticket, but we can usually answer more quickly through the Slack channel.

Please note: For some questions it may be necessary for us to raise a support ticket so we can properly investigate and track the issue. We will let you know if we do raise a ticket on your behalf.

You are also welcome to discuss support tickets in the Slack channel.

How do you answer questions in Slack?

We answer questions by using the Slack threads feature. This helps keep questions isolated from others for clarity.

Because the Slack channel provides direct access to our Customer Success Team, we can give detailed answers in a more conversational way so you can get the best possible support.

Troubleshooting

The following are commonly asked questions related to dedicated Slack support channels:

Q: I can't login to the Customer Success Slack workspace

A: Check that you have entered your login credentials correctly. You can reset your password at the login screen. If you still cannot log in, please raise a support ticket and we will get this resolved for you as soon as we can.