Slack is our go-to for communicating with you. Your ongoing dedicated partner channel is the best place to ask questions, make requests, or follow up with us.
Your channel will be named valerian-your-agency-name. Here’s an example:
You can also see a list of all support requests in Slack: Where can I see a list of all support requests?
How we use individual features
We love to get the most out of our tools, so we’re always looking for ways to leverage the functionality built into apps like Slack. Here’s a breakdown of what we’re currently doing.
We require our partners to have a Slack Pro plan or higher because some features are locked behind Slack connect.
Channels for projects
Each new white-label project gets its own channel while we're working on it. This ensures that communication stays organized and accessible to everyone. Love that for you 😍 (and us).
Lists
Lists are a newer feature that we’ve found helpful for project managing. There’s a pinned list at the top of your channel for support requests.
Within those project-specific channels, we’ll also use the list feature to manage the individual tasks that make up a build.
Bookmarks
We utilize a bookmarks tab to pin quick access to Valerian systems and documentation to make them easier to access.
Best practices (and our preferences)
- Utilize threads whenever possible. Rather than sending follow-up messages to the entire channel, use Slack’s reply in thread feature.
We create list items for each support request, which automatically creates a dedicated thread for easy follow up.
- Add your team. Ensure all team members who might need to contact us have access to our partner channel.
- Avoid DMs to individual Valerian team members. This not only helps us stay organized but also ensures that other team members can jump in if the team member you’ve been working with is unavailable.
If you ever have a concern you don’t want shared, you can always DM Ben.
Or if you have a TikTok he’d enjoy. 😉
- Use @mentions with intention. If you’ve been working with a Valerian team member in a conversation, mention them in your thread reply. This helps us prioritize our notifications.
Not sure who to ask? Mention Ben Daron and Manny Salazar.
- Don’t worry about the time. Are you a night owl? One of those people who gets up at 4 a.m.? Feel free to message or update us whenever it occurs to you—we promise you won’t wake us up. 😴 We all have our individual notification preferences set so work won’t bleed over into the rest of our lives, but we will get to it ASAP when we’re online!
Concerned about emergencies? We have overrides in place for emergency notifications like website uptime.