Getting Support via Slack

Last updated: June 1, 2026

Welcome! This guide explains how our support process works in Slack, so you always know the best way to reach us and get help quickly.

How our support system works

We use a tool called Pylon to manage and track all customer support requests. When you send a message in your shared Slack channel with us, it is automatically captured in our support system so our team can see it, prioritise it, and follow up.

This means you don't need to email us separately or fill out a form. Just message us in Slack and we're on it.

Where to send your support requests

Always use your shared Slack channel (e.g. #manifest-yourcompany) to reach us.

This is the only place where your messages are tracked in our support system. If a message is sent elsewhere, it may be missed.

⚠ Do not send support requests via Slack direct message (DM). Our support system cannot track DMs. Messages sent directly to an individual team member will not be logged, may be overlooked, and won't have the visibility needed to get you a fast resolution. Always use the shared channel.

How to raise a support request

You don't need to do anything special, just send your message in the shared channel as you normally would. Our team will see it and respond.

If your channel uses ticket tracking, you may notice a 🎫 emoji reaction appear on your message. This means your request has been formally logged as a support ticket in our system. You can also add the 🎫 reaction yourself to flag that a message needs attention.

What to include in your message

To help us resolve your request as quickly as possible, include the following where relevant:

  • A clear description of the issue — what happened, and what you expected to happen

  • Steps to reproduce — if it's a bug or unexpected behaviour

  • Screenshots or screen recordings — if they help illustrate the issue

  • Urgency — let us know if this is blocking your work or time-sensitive

The more context you provide upfront, the faster we can help.

What happens after you send a message

  1. Your message is automatically captured in our support system

  2. Our team will review and respond in the shared channel

  3. If your request is formally ticketed (🎫), you can ask us for a status update at any time

  4. Once resolved, we'll confirm the outcome with you in the channel

Questions?

If you're unsure about anything or can't find the right channel to use, just ask your account owner and they'll point you in the right direction.