How Slack Support Works

Your shared Slack channel is a direct line to the Intelligems support team. Every conversation you start there becomes a support ticket on our side, so your question reaches someone who can answer it and nothing gets lost in the scroll.

Posting in your channel opens a ticket

When you post a new message in your shared channel, we automatically open a support ticket and route it to the support team. Anything you add as a reply in that thread stays attached to the same ticket.

You don't need to tag anyone to make this happen. You don't need a ticket emoji, and you don't need to find the right person's name. You'll notice the support team isn't in your Slack channel, and that's on purpose. They work out of our support tool, where they can see your account, your running experiences, and your full history with us before they reply.

Keep one topic per thread. Threading your replies keeps your conversation with the person already working on it, and it stops two separate questions from ending up in one ticket.

Two ways to get an answer

Who you're talking to	How to reach them	Best for
@Intelligems, our AI assistant	Tag @Intelligems in your message	Instant answers on results, setup steps, and how things work
A support specialist	Post your question without tagging anything	Anything you want a human to look at, dig into, or fix

Talking to @Intelligems

The @Intelligems bot can read your account, so you can get a real answer without opening the app. Ask it which variant is winning and by how much, whether a test has hit significance yet, why conversion looks different on mobile, or what you should test next based on what you've already run. It also answers product and setup questions from our documentation, so you can check whether something is possible before you build it.

Tag @Intelligems on every message you want it to answer, including your follow-ups. Without the tag, it won't know the message is meant for it.

Depending on your settings, the bot may reply to new threads on its own. If that's how your channel is set up, you can keep replying without tagging.

Talking to a person

Post your question in the channel and don't tag anything. That's the whole process. The ticket lands in the support queue and a specialist picks it up. The team is available Monday through Friday, 9am to 8pm ET, and you can expect a reply within a few hours during those times.

If you started with the bot and you'd rather have a person, say so in the thread. Your thread hands off to a specialist with everything you've already said attached, so you won't have to repeat yourself.

Once you've asked for a person, stop tagging @Intelligems. Tagging it again just pulls the bot back into a conversation that's already with a human, and it won't move your ticket along any faster.

A few things worth knowing

• Post in the channel, not in DMs. Our support tool can't see direct messages, so a DM is likely to go unanswered.

• Add your teammates to the channel. Anyone who uses Intelligems can ask there and get the same support.