📌 Getting Support from Routable via Slack
To make it easier to collaborate and track updates, Routable offers support directly through your shared Slack channel.
Slack support allows you to stay in the tools you already use - while maintaining the same response time expectations as email or submitting a ticket through our request form.
⏱ SLA & Response Time Expectations
Using Slack does not change your SLA.
Your response time and prioritization remain the same as if you submitted a ticket via:
- Email (support@routable.com)
- The Routable Support request form
- In-app support
The benefit of Slack is simply convenience - you can:
- Submit requests
- Track updates
- Respond to questions
- Share files and screenshots
All without leaving Slack. 🙌
Step 1 - Post in Your Shared Routable Support Channel
Send your request as a single message in your shared Slack support channel.
❗ Please avoid sending direct messages (DMs) to individual team members. DMs are not monitored for ticket tracking and may delay support.
Step 2 - Add the 🎫 Ticket Emoji
React to your message with the 🎫 ticket emoji.
This will:
- Automatically convert your message into a support ticket
- Generate a confirmation reply with your ticket number
- Create a dedicated thread for the issue
Step 3 - Continue the Conversation in the Slack Thread
Please keep all follow-ups, screenshots, and replies in the ticket thread.
This helps:
- Keep context organized
- Ensure nothing gets missed
- Maintain accurate tracking and SLA adherence
What to Include in Your Request
To help us resolve your issue quickly, please include:
- A clear description of the issue
- Steps to reproduce (if applicable)
- Relevant screenshots or links or payment IDs/vendor IDs
- When the issue started
- Business impact (if urgent)