Respond to requests from other teams

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Give people a place to go when they need help from your team. Using Slack enables people to make requests in a really transparent and easy-to-discuss way.

  1. Set up a #triage- channel
  2. Agree on the best way to ask for help
  3. Use threads and emoji reactions to keep track of the conversation

 

Step 1 - Set up a #triage- channel

Tips 

See it in action

  • Common channel prefixes include #triage-, #help- and #req-
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Step 2 - Agree on the best way to ask for help

Tips 

See it in action

  • Let people know the best way to ask for help. This includes using color emojis (like 🔴, 🔵, and ⚪️) to indicate the urgency of the request, and asking channel members to write up a brief description.
  • Once you've got a format, consider pinning it to your #triage- channel. 

Here are some sample guidelines to get you started

Agree_on_the_best_way_to_ask_for_help.png pin_to_triage_billing.png

 

Step 3 - Use threads and emoji reactions to keep track of the conversation

Tips 

See it in action

  • Consider posting responses in threads in order to keep the channel neat and tidy.
  • You can also use emoji reactions to denote the status of a request. React with 👀 to let people know you are looking into their question, or use ✅ to mark the issue as resolved.
  • Comment in a thread if the request requires additional input, revision or is not approved.
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