Kinetix Slack Support

Overview

Everyone hates browser-based chat services, but everyone (who uses it) loves Slack. Kinetix Slack Support allows you to stay in the soothing comfort of Slack while our experts solve your tech woes. If your organization uses Slack but has not set up Slack Support, please email us at help@kinetix.com.

Requesting Help

Submitting a Slack Support request is made easy with a simple bot:

  1. From anywhere in Slack (any channel, DM, or Slackbot), type /ithelp followed by a description of the issue (e.g. “/ithelp I can’t log in to my email”)

    1. Your post and the initial auto-reply will be invisible to others (see below about other confirmations)

    2. Please note that you cannot submit images with the bot, so please make sure you post with text only and share your image via DM with the tech who reaches out

  2. Depending on the time:

    1. During Slack Support hours (weekdays 6am-6pm Pacific), this will create an urgent ticket and a tech will DM you as soon as possible (up to 1 hr during high volume)

    2. Outside Slack Support hours, this will create a non-urgent ticket and a tech will reach out within 1 business day (feel free to submit another request during support hours for faster service)

  3. Within a few minutes you’ll get:

    1. An automated DM with your ticket number

    2. If your organization has opted for this, an automated post in your public IT Help channel (usually beginning with #ithelp or #it_help) with the ticket number so others know the issue was reported

Posting in the #it_help channel

Some of our clients used to request help by posting in a shared channel, which our dispatch team monitored manually. Now that the request system is automated, we no longer monitor these channels, so all requests must be submitted with the bot described above.