Support teams handle most enquiries in their helpdesk, but difficult issues need engineers, billing or account managers. Escalations in email or direct messages get lost and the customer waits.

How customer support teams set up Tandem App

  1. Create #support-escalations and post each escalation as a message, then turn it into a task with a priority.
  2. Use threads for the discussion on each escalation, and "also send to channel" when the fix affects everyone.
  3. Keep canned responses, product guides and known issues in Docs.
  4. Use incoming webhooks to post alerts from other tools into #support-escalations, where they can send the Slack-compatible format.

Clients and outside people

Support teams usually keep their workspace internal. An outsourced support partner can join #support-escalations as a Full access guest.

What it costs

Tandem App is free for up to 3 users. Paid plans are charged per user (owners, admins and members) from $1.99 a month, and guests are free: 5 for every paid user. Every feature is on every plan. See pricing.