Setting up a new customer with Foqal for pre-sales engagement

For AEs/CEs/TAs:

Please have the customer create a ticket with us via our portal or email (support@sourcegraph.com)

Setting up a new customer with Foqal for post-sales engagement

For AEs/CEs/TAs:

Please post in #discuss-support-engineering and tell us what channel Support Agent needs to be added in. We will then confirm once its setup.

For Support:

1. Join the channel that needs Support Agent enabled (ex. #customer-acme-sourcegraph)
2. Go to the channel settings (top right) and under Integrations click Add App You will want to add the one named Agent
3. Once that is done we can tweak the channel settings. This can be done by typing:

   /agent
   

   A pop-up will appear with the settings you need to set for this channel
4. Enter the following into the pop-up

• Introduction Message - leave blank
• Channel Mode - Manual
• Tags - all and followup. If customer is using managed instance add managed-instance
• Ignore Internal Messages - leave blank
• Chat integration - Inherit from global settings
• Request Types - Support Question
• Channel Menu (click the button)
  • Action - Create ticket and thread
  • Channel Text

  Question for Support?
  

  • After Click Text - leave blank
  • Welcome Message

  Thanks for reaching out! One of our team members will get back to you shortly! Please add any additional information to this thread, Thanks!
  

Once all of this is done an pop-up should show up at the bottom of the channel that allows customers to create requests.

They are also able to create ticket by reacting to a message with the 🎟️ emoji.