Resolve: Support Channel

Submit support tickets and create conversation channels.

Overview

Use the platform's built-in tool to submit a support ticket, or to create a conversation channel to collaborate with your team. Use Resolve if you are unable to solve an issue, suspect there may be a bug, or have a question about the platform that is not available in the documentation.

How to use Resolve

1. From the toolbar menu (top right), select the Resolve icon .

2. Select the options menu on the left to update your profile. Add your profile picture and choose a screen name that will be used for @mentions in discussions.

3. Select the + icon to start a Conversation or create a Ticket.

4. Conversations are for you and your team to communicate. Set your topic and description and then select Create.

5. Submit a ticket to seek help from your support team. Set a short topic and describe the issue you are having, then select Create.

Add Channel Members to a Ticket or Conversation

If you have created a ticket or conversation in Resolve you can invite team members to follow the Channel thread.

How to invite and add users to a Conversation or Ticket

1. Select the user icon at the top of the page .

2. Type your message into the text space at the bottom of the screen.

3. Attach files, @ mention other users, or add emojis.

Channel Notifications

If you have been invited to a Channel on Resolve (Ticket or Conversation), then you will be notified when new comments are added.

How to switch Resolve Channel notifications on/off

Select the on/off bell icon at the top off the screen. If set to off, you will only be notified via email when you are specifically mentioned.

How to close a Resolve Channel

To close a Ticket or Conversation, use the /Close command, or use the toggle icon at the top of the screen.

Resolve Channel Commands

You can use these basic commands in Resolve:

• /Close Optional Comment Closes the channel and notifies all users.

• /Open Optional Comment Re-Opens the channel and notifies all users.

• /Escalate Your Comment Escalates the channel to your Support Team.

• /Priority High, Medium or Low Optional Comment Escalates the channel to your Support Team.

• /Assign @Person(s) Your Comment Assign people from your team with optional comment.

• /Invite @Person(s) Your Comment Invite people from your team with optional comment.

• /Remove (or /Kick) @Person(s) Your Comment Remove people from the channel with optional comment.

• /Ban @Person(s) Your Comment Ban people from this channel with optional comment. For public channels only.

• /Message (or /msg, /dm) @Person(s) Your Comment Privately message a user or users on this channel.