SaaS Help Desk

New members land here. Read #how-support-works, then pick your alerts.

No credentials or invoices in public channels. One issue per thread. Tickets for anything private.

Which channel for which problem, what a ticket is for, and what happens after you file a bug.

When the desk is staffed, in which time zones, and what response time to expect per ticket type.

Choose Incident Alerts and Changelog Alerts to be pinged by the Status and Product Updates feeds.

Current state of every service. Green unless a message here says otherwise.

Live updates during an incident, newest at the bottom, with the all-clear at the end.

Planned downtime, posted at least a week ahead with the expected impact.

What happened, why, and what changed, written after each incident.

Every release with what changed, what was fixed and what to check after updating.

New endpoints, changed fields and versioning notices for developers integrating with the product.

What is going away, when, and what replaces it.

Recorded and upcoming walkthroughs of new features.

First-week questions. One thread per question, tagged by area.

Questions about using a feature that already exists.

One bug per thread: steps, expected, actual, browser or device. A Support Engineer sets the tag.

Connecting the product to other tools: auth, sync, webhooks.

Questions about the public API. Never paste an API key here.

Customers helping customers. Champions answer here; staff step in when needed.

Invoices, refunds, plan changes and payment failures. Opens a private ticket with the billing team.

Problems that need logs, screenshots or your account details. Opens a private ticket with a Support Engineer.

Access, security, data export and deletion requests. Opens a private ticket.

One request per thread with the problem it solves. The product team sets the tag.

What is planned for the next quarters, updated by the product team.

Requests that made it into a release, linked back to their thread.

New beta builds, what to test and when the beta closes.

Download links and release notes for each beta build.

One finding per thread, tagged by kind.

Testers and the people building the thing, in one room.

Enterprise accounts and their Success Managers.

Priority tickets with SLA timing. Your Success Manager is added automatically.

SLA commitments, scheduled reviews and service credits, posted by Success Managers.

Chat between customers. Support questions belong in Help.

How your team uses the product: workflows, dashboards, automations.

Short, reusable tips. One per message.

Every new ticket and every new bug thread. Claim, tag, move on.

Confirmed bugs that need a fix. Post the thread link, the customer impact and the plan tier.

Context on accounts that come back often. Facts only, no opinions.

The replies we send most, under one heading each.

Vetox posts every closed-ticket transcript here.

Vetox member and moderation logs for the desk.

End of shift: open tickets, who is waiting on what, anything about to breach.

Reproduce, confirm, size. Post the result back on the #bug-reports thread.

Anything shipping outside the normal release train.

Who is on call, pager notes, and what to do first.

Staffing, priorities and anything customers should not see yet.

Weekly ticket volume, response times and SLA breaches.