Slack Support Guest Channel

Purpose

Using Slack Channel to support Customer will make a concentrate direct communication with the Customer. Anh information can be investigated instantly without delay time.

Principles

Principle 1: Each Customer Project Profile have only one Slack Support Channel.

Principle 2: Each Customer Email can join only one Slack Support Channel.

Principle 3: Each Slack Support Channel name must have the following formatted: {proj}-{project name in customer domain site}. Example: proj-fullstock_com, proj-famoussmoke_com

Principle 4: The description of Slack Support Channel must be the name of the project.

Activity

Create a Channel for the Customer

If customer is using Free Slack Service or Never Use Slack

  • Step 1: Create a Channel for project by Go To Channel > Create Channel

  • Step 2: Input channel name and description following 4 above principles.

If customer is using Paid Slack Service

  • Step 1: Create a Channel for project by Go To Channel > Create Channel

  • Step 2: Input channel name and description following 4 above principles. Please tick the "Shared Outsite Magestore.com"

  • Step 3: Copy the Shared Link and send to the Customer

Invite team member to Slack Channel

  • Step 1: Go to a Channel of project, point to member icon and click Add People

  • Step 2: Type member name then click Add button

Invite a Customer Contact to Slack

If Customer is using Free Slack Service or Never Use Slack

  • Step 1: Go to Slack Menu and click Invite people to Magestor.com

  • Step 2: Choose a Single-Channel Guest

  • Step 3: Input Channel, Customer Email, Time Limit to allow in Slack Channel

  • Step 4: Slack will send an inviation email to the Customer to guide them.

Tips: You can send the Customer some guide about using Slack here:

If customer is using Paid Slack Service

  • Step 1: Open a Channel and clieck Share Channel

  • Step 2: Copy the Shared Link and send to the Customer

Tips: You can send the Customer some guide about using Slack here:

Connect the Project to the Slack Channel

  • Step 1: In Slack Channel of a Project, type /mage connect

  • Step 2: Choose Project from dropdown list and Click Confirm

Notice: The dropdown list only 100 newest projects, so if you want to connect a very old project, please use this guide

Get Project Information from the Slack Channel

  • Step 1: In Slack Channel of a Project, type /mage info
  • Step 2: All Customer and Project information is displayed

Notice: Only you can view this information.

Create Issue for the Project from the Slack Channel

  • Step 1: In Slack Channel of a Project, point to a message and choose Create Issue Magestore Support. If you do not see this shortcut, you must open More message shortcuts

  • Step 2: Add more information about this issue, then click Submit

  • Step 3: Both you and customer can have a notice about this Issue

Reporting Issue progress to the Customer

  • Step 1: In Slack Channel of a Project, type /mage report this week You can try with next week and last week
  • Step 2: You and the customer can both have Issue Progress report

Share Slack Agreement with the Customer

Share on Customer Slack Channel the bellow message:

*Working Agreement*

Welcome to Magestore Slack channel!

This is a shared channel of your project, which includes your team and all our supporting team members (Project Managers, Developers, Business Analysts,...)

Therefore, every issue and question will be solved through this channel.
Our working hours are from 08:00 a.m - 05:00 p.m every Monday to Friday (GMT +7) (exceptions may occur on weekends and public holidays). The response time may vary depending on the complexity of the query.

This channel will be maintained within 1 year after the Acceptance date of the last User Story. After that time, your account will be inactivated. We will inform you before 15 days. If you have any issues and questions, please contact us via ticket channel.

Add Magestore Support bot to Slack Channel

  • Step 1: Press Ctrl+K to find and open Magestore Support Bot

  • Step 2: Choose Add this App to a Channel...

  • Step 3: Choose some channel to add

  • Step 4: You will the Magestore Support Bot displayed in the Channel

Create email for Slack Channel

All channel have an email address. Any mail sent to this address will be displayed on Slack Channel.

  • Step 1: Goto channel, click more... and Send email to channel

  • Step 2: Click Get email Address, then Copy

  • Step 3: Use this email address on cc when discuss with customer