Slack Request and Help Channel Playbook
Make a help channel work with clear requests, owners and response times.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
Write a playbook for a Slack help channel for [TEAM_NAME] (for example IT help, finance questions or design requests). Typical requests: [REQUEST_TYPES]. People who answer and their hours: [ANSWERERS]. Response times we promise: [RESPONSE_TIMES]. Problems today: [PROBLEMS]. The rules must fit on one pinned message. Define how to ask (a template with what, why, deadline and links), how the team acknowledges (at most three emoji conventions, for example eyes for seen and check for done), who owns a request, when to move to a ticket system, how to handle urgent requests, and how to close a thread. Write the pinned message, the request template and three reply templates: acknowledged, need more information, and not something we can do. Sensitive requests go by direct message or a form. Weekly measure: requests received, answered within the promise, and the oldest open request; for example 40 requests with 34 answered in time is 85 percent. Provide a two-week trial plan and a way to collect feedback.
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