You can see a list of all billable and care plan support requests in Slack.
How to view
At the top of our primary partner channel (i.e. valerian-your-agency-name), you’ll see [Your Agency Name] Support: Status.
When you open this list, you’ll see all the requests we’ve logged and their current status.
There are groups for all statuses:
- Not Started
- In Progress
- Needs Approval
- Waiting/Valerian Blocked
- Complete
Depending on the size of your Slack window, you may need to scroll to the right to see more groups!
What’s in the list
We typically log anything that comes in from our shared email address in addition to any requests you’ve made in the primary channel. This also creates an automatic Slack thread that we can use to reference and collaborate on in Slack. Handy!
The cards
Each card gives you high level information for the request:
- Request name This is also how it will show on your invoice/timesheet.
- Client Which client made the request.
- Priority We use 3 priority levels: low, standard, and urgent.
- Type
- Retainer Support You will be billed for the time spent on this request.
- Care Plan Support This request is covered under an active care plan and you won’t be billed unless the scope exceeds care plan support.
If we find out that a request falls outside of care plan support, we’ll create a new request and mark it as retainer support.
Viewing comments
Select a card to access the comments and related Slack threads:
