Supporting Nooks users on Slack

This article explains how to contact Nooks Support and get help as quickly as possible using Slack. 

Note: If you’d like us to create a shared customer Slack channel for your team to communicate with Nooks, please reach out to your Nooks CSM.

Overview

Nooks offers support through multiple channels:

• Shared customer Slack channel (recommended)

• Email: support@nooks.in

• In-app chat: Nooks > Settings > Help

• (in beta: Microsoft Teams -- reach out to your CSM for more info!)

Slack offers a fast and effective way to get help. Using your shared customer Slack channel allows our support team to collaborate, troubleshoot, and resolve issues right in the tool you use every day.

How Slack Support Works

Step 1: Post in the Shared Slack Channel

Start by posting your question/ issue in a single post in your shared customer Slack channel.

Please avoid sending direct messages (DM’s) to individual team members, as DMs are not monitored as often and may delay response time and resolution.

Step 2: Add the 🎫 Ticket Emoji

Add the 🎫 ticket emoji to your Slack message to create a support ticket.

Once added:

• Your message is automatically converted into a support ticket

• You’ll receive a confirmation message in the thread with your ticket number

• The Slack thread becomes your support conversation

  • All updates, questions, and responses related to the issue should stay in the same thread to keep things organized.

  • Other teammates who are experiencing the same issue can use the same thread.

Step 3: Continue the Conversation in the Thread

After your ticket is created, reply directly in the Slack thread for that message.

Keeping all communication in one thread helps ensure:

• Nothing gets missed

• Faster troubleshooting

• Clear visibility for everyone involved

What to Include in Your Support Request

Providing helpful context up front allows our team to resolve issues more quickly. When possible, please include:

Call-Related Issues

• Prospect name

• Link to the call in the call library

Dialer or Workflow Issues

• A full-page screenshot of what you’re seeing

• A brief description of what isn’t working as expected (for example, tasks not appearing or sequences not loading)

Timing Details

• When the issue started

• Whether it happens every time or intermittently

Quick Tips

• Add the 🎫 emoji to create a ticket

• Use one Slack thread per issue

• Post in the shared channel instead of using DMs to individuals

• Screenshots and examples help us help you faster

Need Help Outside Slack?

If Slack isn’t available, you can also reach us at:

• Email: support@nooks.in

• In-app chat: Nooks > Settings > Help

We’re here to help and appreciate your partnership in keeping support fast and efficient.