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Getting help from the Platform in Slack

To get help from someone on the Platform, use the Slack workflow in the #vfs-platform-support channel. This allows us to automate support request tracking so we can improve Platform Support over time.

If you need help, post in #vfs-platform-support. Avoid direct messaging a Platform team member or asking questions in other channels.

Before you begin

We know you’re working hard towards your deadlines and we’re here to help. Refer to our official response time policy.

Step-by-step guide

Step 1: Open the Slack shortcut menu

In the #vfs-platform-support channel, select the run shortcut icon or type /support in the message bar.

Slack screenshot showing the run shortcut menu

Use the #vfs-platform-support Slack channel


The Support shortcut in Slack

Use the support shortcut in Slack

Step 2: Enter your support request

The support form will open in a modal (it may take a second to load).

  1. Enter your support request information in the form.

Slack screenshot containing the support request form

Fill out the Slack support form

2. In the Assign to menu, select the Platform team you need help from.

Slack screenshot showing the assign dropdown

Continue filling out the Slack support form

3. In the

Request topic box, select the option that most closely matches the topic of your request

Slack screenshot showing the request topic dropdown

Here’s more of the Slack support form

4. In the Summary of request box, provide enough information for the Platform team to respond to your request.

Examples of information to include:

  • URLs

  • Code snippets

Slack screenshot showing the summary textbox

Add a written summary of the request

Step 4: Submit your request

Your request will post to #vfs-platform-support and is assigned to the appropriate Platform team for support.

An example of a Slack support request

This is what a Slack support request looks like

Other shortcuts

To see a list of ways to contact the Platform for help, select Need help from Platform? from the run shortcut menu. A message will appear that’s only visible to you.

Slack screenshot showing the run shortcut menu

Here’s another Slack shortcut

Screenshot of the channel message with a button that links to the support form.

This is the Slack support bot

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