Getting help from the Platform in Slack
Last Updated: October 18, 2024
This page lays out how to get help from someone on the Platform using 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
/supportin the message bar.
Use the #vfs-platform-support Slack channel
Use the support shortcut in Slack
Step 2: Enter your support request
The support form opens in a modal and may take a second to load.
Enter your support request information in the form.
Support request form
In the Request topic dropdown, select the option that most closely matches the topic of your request.
Use the dropdown menu to select a request topic
In the Summary of request box, provide enough information for the Platform team to respond to your request. The preferred format for the request is: Who, What, Why (if applicable).
Who: Please include your Name and Team
What: Provide a clear and concise description of your request. If you are submitting a PR please include the URL and code snippets when necessary.
Note: For Bugs/Issues: please include Steps to Reproduce, Error Messages, Backtrace(if possible), Expected/Current Behavior, Context(repo, environment)
Why: Please explain the impact if the request is urgent.
Example of a completed request form
Click the Submit button.
Your request will post to #vfs-platform-support and is assigned to the appropriate Platform team or reassigned by the Tier 1 Platform Support Team.
A support request successfully posted in the #vfs-platform-support channel
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.
Select the Need help from Platform option in the run shortcut menu
Selecting the Need help from Platform option prompts the above message with a button to submit a support request
Help and feedback
Get help from the Platform Support Team in Slack.
Submit a feature idea to the Platform.