When you join Progreda under the Platinum or Diamond plan, or under the GHL Engine for the Accelerator or Intensive plans, you'll receive your very own Slack channel for streamlined support.
Slack Channel Naming Format
Progreda:
#PGDA-[plan]-[company name]-[customer ID]GHL Engine (GHLE):
#GHLE-[plan]-[company name]-[customer ID]
Benefits of Having Your Own Slack Channel
Having a dedicated Slack channel ensures you receive prioritized support. When you send a message to your channel, it automatically creates a support ticket. A team member will be assigned to your ticket and handle your concern directly.
Maximizing Threads for Ongoing Support
If you've already sent a message regarding a concern, it will create a ticket and assign a team member to it. For follow-up questions or updates related to the same concern, always reply within the existing thread.
Why? If you start a new message in your channel instead of continuing in the thread, it will create a new ticket, which may slow down the resolution process.
Best Practice: Stick to the same thread for any updates to help the assigned team member stay on top of your concern.
When to Start a New Message
If you have a completely new concern, that's when you should send a new message directly to your Slack channel, which will create a new ticket.
