Slack is a great tool for direct communication.
It feels more natural for human interactions in our daily activities.
We appreciate Slack interactions whenever we have to interact often (i.e: onboarding, building a project, partnerships…).
We've found however that it was difficult for us to guarantee any response time, and ensure that every question get answered by default:
due to the amount of notifications we get,
and how the Slack UI is designed (we can overlook a question an forget about it)
We usually are quite responsive but don't want to provide any guarantees. That is the reason why we've setup different tools allowing us to have a Unified support inbox in a tool that allows us to monitor our SLAs.
Dedicated Slack channels
We currently only provide a dedicated Slack channel for:
partners
projects during their build phase (archived a few weeks after the initial Go-Live)
Read more at When/how to reach the Front-Commerce support team?
When is it relevant?
In short: for quick informal discussions, call for help or when you want our opinion before using another channel.
We found that it can help when:
you're not sure where to ask or if the problem is from our end
you're focused on a task and want help from our team
without switching context
for things that you want your teammates to be able to follow
with quick'n'dirty dumps of code / screenshot
the question is ephemeral
no need to reference it in the future
it is related to a quick action (e.g: could you open access to XXX? I cannot clone the repository, I get the XXX error when starting Front-Commerce…
the question would be better answered in a call or a screensharing session
you are OK with monitoring the answer and send a reminder if you don't get an answer within a few hours
you found a minor typo and are not connected to Front-Commerce Cockpit
note: we'd prefer a quick Live-Chat message for it though
you really want to attach an awesome Gif to your message 😄