Better support and communication is something we all strive for. Here at Eranium, it's one of the reasons we started our connectivity adventure. Today we're taking it even further, we now offer direct communication through Slack. To do this, we use the Slack Connect feature which is described by Slack as: Slack Connect transforms the way you work alongside your partners, vendors or customers by moving conversations out of siloed email threads and into the same place. Read more about Slack Connect here.
So how does this work, and does it replace an old school ticketing system? Yes and no, with this new feature we want to simplify the way we communicate with our dear customers ranging from Managed NOC, to IP transit and DDoS mitigation customers. Let's come up with some examples; During a DDoS-attack, do you want to communicate through a ticket? No. During the deployment of a new network in a data center, do you want to open a ticket? No. Even from our perspective it's helpful to reach out to our customers directly in order to confirm things.
Of course tickets are still very important, it allows us track larger tasks or even wakes us up during an incident in the middle of the night. So tickets aren't going anywhere!
Slack Connect is a new feature we offer and is currently in "beta". This means we still have to figure a way out how to properly implement it and we would love to get your help. Quick support through our other channels like Discord, Telegram and WhatsApp are still available, although it seems Slack is a popular team-based alternative.