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
From the toolbar menu (top right), select the Resolve icon
.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.
Select the + icon to start a Conversation or create a Ticket.
Conversations are for you and your team to communicate. Set your topic and description and then select Create.
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
Select the user icon at the top of the page
.Type your message into the text space at the bottom of the screen.
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.
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