Always use the Help Request function in Slack to ask questions or request assistance.

Why? Because our entire team at AutoPrint monitors for Help Requests in Slack. If you direct message someone who isn’t available, you either have to wait for them to see it, or much worse, you will end up direct messaging others creating overlap craziness for our staff. 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.

• 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

  • 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.