Here at Fotomerchant, we pride ourselves on providing our customers with a dynamic support model. You're already reading this on our Knowledge Base which is a terrific start! We have plenty of articles, walkthroughs, and tutorial videos to help you navigate our different products. Make sure you bookmark the Knowledge Base homepage, it is the best place for you to start troubleshooting or even researching what other solutions the Fotomerchant suite can provide for your business.
We are constantly adding more to the Knowledge Base, so if you have a question and you can't find an answer to in here, please let us know! And the best way to let us know is...
Slack is the central hub for all communications between your team, and ours. By now, you should have access to your very own Fotomerchant Slack channel. If you don't, or you are unsure, please contact your Fotomerchant sales team member.
We recommend downloading the desktop application and the phone app for the fastest notifications. Click the following link to download Slack for free.
I have Slack, but now what?!
I'm so glad you asked.
If you are experiencing any technical difficulties or have a question about a product, the more information you give us, the better and faster we'll be able to help.
Here are a few key points to remember when flagging an issue or asking a question:
- An overview of the concern or question
- What platform does this relate to? Commerce, Studio, Capture?
- Is there a session or catalog that is affected? Please provide the name and/or the UID to help us get to the affected item faster.
- Is it shopping cart related? A specific gallery or purchase order? Again, the more detail you give us initially will minimize the follow-up questions we'll be asking, which will mean a faster and more accurate response. Win win!
We don't just want to hear about the tricky things though! If you have a big win, we'd love to hear about it and celebrate with you!
Tips for best practice when using Slack
Keep conversations in your channel
We understand that there are times when a channel can get quite busy, with lots of questions and answers flying around, and it might be tempting to try and get a quick answer by messaging a support team member directly. Please avoid doing this. Fotomerchant support staff are globally located, which means you have access to happy and helpful team members pretty much around the clock. If you are sliding into an individual team member's dm's for support, what happens if they have to go home sick? You'd have to put your questions into the main channel and start all over again. Ugh, who wants to do that?!
If you do message a support or marketing person privately, the team member will likely redirect the conversation and answer you in the main channel. We encourage you to keep all questions and conversations in the channel unless, of a sensitive nature, it helps everyone in the long run.
We understand on occasion you may have more sensitive matters to discuss with your account manager directly but for the most part all items should be in the collective business channel.
Threads are your friend
Again, channels can become noisy places and questions can come thick & fast. Slack has a fantastic feature where you can 'Reply in thread', if there are multiple questions going at the same time, this is a tidy way to keep the answers with the specific question together - it's much harder for things to get lost that way.
You'll only be notified of a thread if you are tagged in it, so this is where tagging the team is required to have us see it.
To 'Reply in thread', hover your mouse over the comment and click this icon.
Should you find threads difficult to manage and wish to avoid them, we suggest posting a single question at a time. You can provide us with an overview of all items you need to discuss but request we focus on one first and once completed tell us the next one you'd like to focus on. This way we can view the total items and inform you if there is some overlap and can be tackled together.
You will see Fotomerchant staff regularly tagging other team members, or yourselves in the channel. I know it looks like fun, but you won't have to worry about tagging anyone in the main channel.
Support team members are all notified whenever you post in the channel and can quickly determine which team member is best positioned to respond to your query. We'll only tag team members when we know they are the right person for the query.
If using a thread, only those who have commented get notified so to pull in an additional person to a thread feel free to tag them.
Global tags such as @Here or @Channel should be reserved for special use:
- @Here will notify everyone inside the channel who is online
- @Channel will notify everyone even if the are offline - use with extreme caution
See you in Slack!