Article type: Reference | Audience: Support Agents | Visibility: Internal Only
Overview
Slack is the internal communication tool used by the entire Skyltmax/Signomatic organisation. For CX agents, Slack is primarily used to escalate issues to other departments, coordinate on urgent matters, and stay updated on company-wide announcements as well as for the majority of the internal communication in CX. All internal escalations go through Slack — never by email to internal teams.
Key Channels for CX Agents
| Channel | Used for |
|---|---|
| #cx (or equivalent CX team channel) | Internal CX team communication, shift handovers, questions to Team Lead |
| #production / #prepress | Escalating production issues, image corrections, urgent orders |
| #finance | Invoice queries, refund requests, overpayment issues |
| #management | Escalations to management (use sparingly — follow the Escalation Matrix first) |
| #general / #announcements | Company-wide updates — read only in most cases |
Note: Channel names may vary. Check with your Team Lead for the current correct channel names in your Slack workspace.
How to Escalate via Slack
When you need to contact another department about a customer ticket:
- Go to the correct Slack channel
- Write a clear, concise message including:
- The order number or ticket number
- A brief description of the issue
- What you need from them (a clear ask)
- Any relevant deadline or urgency level
- After sending in Slack, add an internal note in the Zendesk ticket confirming that you have escalated and to whom
- Set the Zendesk ticket to On Hold if you are now waiting for their response
Example Slack message:
Hi team, order #291234567 — customer has received wrong size. Order is currently paused in SignAdmin. Please advise on whether this can be reprinted or if we should process a refund. Thanks!
Dos and Don'ts
Do:
- Keep messages short and specific
- Always include the order/ticket number
- Follow up if you have not heard back within the expected timeframe
- Check Slack regularly during your shift — some escalations require fast turnaround
Don't:
- Use Slack for issues that can be resolved by the agent without escalation
- Contact managers directly without first following the escalation path
- Leave a ticket On Hold in Zendesk without a corresponding Slack message explaining why
What to Do if Slack Is Down
- Use email as a backup for urgent escalations
- Notify your Team Lead by phone or in person
- Document all communication attempts in the Zendesk internal note
Related Articles
- Escalation Matrix — Who Handles What
- On Hold in Zendesk — When & How to Use
- Urgent & Priority Tickets — Handling Guide