Creating support cases in a Slack channel - AWS Support

Creating support cases in a Slack channel

After you authorize your Slack workspace and add your Slack channel, you can create a support case in your Slack channel.

To create a support case in Slack

  1. In your Slack channel, enter the following command:

    /awssupport create

  2. In the Create a support case dialog box, do the following:

    1. If you configured more than one account for this Slack channel, for AWS account, choose the account ID. If you created an account name, this value appears next to the account ID. For more information, see Authorize a Slack workspace.

    2. For Subject, enter a title for the support case.

    3. For Description, describe the support case. Provide details, such as how you're using an AWS service and what troubleshooting steps you tried.

      A dialog box to create an AWS Support case in Slack.

  3. Choose Next.

  4. On the Create a support case dialog box, specify the following options:

    1. Choose the Issue type.

    2. Choose the Service.

    3. Choose the Category.

    4. Choose the Severity.

    5. Review your case details and choose Next.

      The following example shows a technical support case for Alexa Services.

      An example showing how to create a support case in the AWS Support App.

  5. For Contact language, choose your preferred language for your support case.

    Note

    Japanese language support isn't available for live chat in Slack for account and billing cases.

  6. For Contact method, choose Email and Slack notifications or Live chat in Slack.

    The following example shows how to choose a live chat in Slack.

    Dialog box that shows how to add additional contacts who should be notified about the AWS Support case.

    1. If you choose Live chat in Slack, choose New private channel or Current channel as your Live chat channel preference. New private channel will create a separate private channel for you to chat with the AWS Support agent, and Current channel will use a thread in the current channel for you to chat with the AWS Support agent.

    2. (Optional) If you choose Live chat in Slack, you can enter the names of other Slack members. For New private channel, the AWS Support App will automatically add you and selected members to the new channel. For Current channel, the AWS Support App will automatically tag you and selected members in the chat thread when the AWS Support agent joins.

    Important

    • We recommend that you only add chat members that you want to have access to your support case details and chat history.

    • If you start a new live chat session for an existing support case, the AWS Support App uses the same chat channel or thread that was used for a previous live chat. The AWS Support App also uses the same live chat channel preference that was used previously.

    • The Current channel option is only available if the chat is requested from a private channel. We recommend that you only use this option if you want all channel members to have access to your chat.

  7. (Optional) For Additional contacts to notify, enter email addresses to also receive updates about this support case. You can add up to 10 email addresses.

  8. Choose Review.

  9. In the Slack channel, review the case details. You can do the following:

    • Choose Edit to change the case details.

    • Add a file to your case. To do so, follow these steps:

      1. Choose Attach file, choose the + icon in Slack, and choose Your computer.

      2. Navigate to and choose your file.

      3. In the Upload a file dialog box, enter @awssupport, and press the send message Green square button with a right-pointing arrow icon. icon.

      Notes

      • You can attach up to three files. Each file can be up to 5 MB.

      • If you attach a file to your support case, you must submit your case within 1 hour. If you don't, you must add the files again.

    • Choose Share to channel to share the case details with others in the Slack channel. You can use this option to share the case details with your team before you create the case.

  10. Review your case details, and then choose Create case.

    The following example shows a technical support case for Alexa Services.

    Example support case summary in the Slack channel.

    After you create a support case, it might take a few minutes for your case details to appear.

  11. When your support case is updated, you can choose See details to view your case information. You can then do the following:

    • Choose Share to channel to share the case details with others in the Slack channel.

    • Choose Reply to add a correspondence.

    • Choose Resolve case.

    Note

    If you didn't choose to receive automatic case updates in Slack, you can search for the support case to find the See details option.