<aside> ℹ️ You should be able to find the answer to most things in the bible, but we know that there will be new issues that crop up which we need to answer/fix urgently. Follow the instructions below to make it as efficient as possible.

</aside>

How to Raise an Issue

  1. Open the #CS-uk-agents Slack channel

  2. In the bottom left corner, select the lightning bolt:

    workflow start.png

  3. Select the “Ask a Question” option

  4. Select the most relevant form from the list.

  5. Follow the instructions on the form, provide as much detail as you can for a quick response

⚠️Please don't just send a random message into the channel⚠️

By completing the different forms we can quickly get to the route cause of the answer. We will always reply to the form using "Reply in Thread" to keep the responses to the issue together. We may also just reply with a link to the bible if the answer is already there.

Response Priorities

When we're busy, we will respond in the following priority order:

  1. Customer on Phone
  2. Customer on Chat
  3. System Issue
  4. Ongoing Ticket
  5. New Ticket