Your best support request option is to initiate a Always use the Help Request function in your company’s AutoPrint specific Slack channelSlack to ask questions or request assistance.
Why?
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Because our entire team at AutoPrint monitors for Help
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Requests in Slack. If you direct message someone
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who isn’t available, you either have to wait for them to see it, or much worse, you will end up direct messaging others
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creating overlap craziness for our staff.
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But with a Help Request in your company channel, whomever sees it and is available can jump on to provide support.
Any conversation about a help request should take place as comments in the help request thread, not in the general channel thread.
Having the entire help request and related conversation contained in the one request thread makes generating a support ticket super easy - the system automatically captures all the conversation and any media related to the request into the generated support ticket.
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The easier it is for us to understand the problem, and the fewer obvious questions we have to ask, the faster you’ll get a resolution!
How
Keep the conversation about each request in that request's thread by commenting on the thread.
Don't nest issues/questions under the same Help Request
Provide the url (if any) where you are experiencing difficulty
Include any error messages that occur on-screen or are emailed to you or your customer
Explain step-by-step how to reproduce the scenario or problem you are describing
If you think a screenshot or a video would help, please include as many as you can in the thread after submitting the request
Include a complete screenshot (not just a small section of the screen -- we can zoom or request if some smaller portion is needed)
- State when the problem started and what changes were made immediately beforehand
Make sure you have captured any screenshots, videos, URLs, etc before creating your Help Request.
In your company-specific Slack channel, at the bottom left of the message window is a small + sign with a tiny blue lightning bold above it. Click that and select Help Request to get started.
