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Change how CEs can contact SE #8454

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Change how CEs can contact SE #8454

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8 changes: 5 additions & 3 deletions ...ents/technical-success/support/process/support-agent-customer-slack-channels.md
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Expand Up @@ -25,10 +25,12 @@ In order to deliver exceptional customer support, it's important for Sales, Cust

## Sales and Customer Engineering:

**Trial Customers:** To create tickets for trial customers, use the ❓ emoji in Slack or send an email to [email protected]. This will notify our Customer Engineering team about any issues or questions from trial customers.
**Trial Customers:** To create tickets for trial customers send an email to [email protected]. This will notify our Customer Engineering team about any issues or questions from trial customers.

**Post-sales Customers:** For post-sales customers, tickets can be created using the 🎟️ emoji in Slack, sending an email to [email protected], or directly creating a ticket in Zendesk. In some cases, tickets originating from trial support may require additional guidance from our Support Engineers. In such cases, the Customer Engineering (CE) team should create a post in #discuss-customer-support to request a Support Engineer (SE) to take ownership of the ticket. Once the SE has confirmed, the CE can transfer ticket ownership from themselves to the appropriate SE.
In some cases, a CE only needs some guidance from SE and does not need to fully transition an issue to Support. If this is the case, please reach out to SEs via #discuss-support-engineering directly to discuss the issue.

**Post-sales Customers:** For post-sales customers, tickets can be created using the 🎟️ emoji in Slack (if Slack Support was purchased), sending an email to [email protected], or directly creating a ticket in Zendesk.

## Technical Advisors:

Technical Advisors (TAs) and Support Engineers (SEs) collaborate closely in supporting our post-sales customers. If an existing conversation with a customer requires engagement from Support Engineering, please follow the [best practices](###Best-practice) for involving SEs to ensure a smooth and effective resolution.
Technical Advisors (TAs) and Support Engineers (SEs) collaborate closely in supporting our post-sales customers. If an existing conversation with a customer requires engagement from Support Engineering, please follow the [best practices](###Best-practices) for involving SEs to ensure a smooth and effective resolution.
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