https://usethorpe.com/blog/ Notes from the team building Thorpe, on customer support in Slack Connect. en https://usethorpe.com/blog/csat-without-a-survey-tool/https://usethorpe.com/blog/csat-without-a-survey-tool/Thu, 22 Oct 2026 00:00:00 GMTHow to measure CSAT in Slack shared channels without a survey tool: one question in the thread, asked at the right moment, and results you can trust. https://usethorpe.com/blog/slas-in-shared-slack-channels/https://usethorpe.com/blog/slas-in-shared-slack-channels/Thu, 22 Oct 2026 00:00:00 GMTWhat an SLA in Slack channels should measure, how to count business hours and holidays, and how to get warned before a customer request goes overdue. https://usethorpe.com/blog/shared-channels-to-tracked-requests/https://usethorpe.com/blog/shared-channels-to-tracked-requests/Thu, 22 Oct 2026 00:00:00 GMTHow to track customer requests in Slack across dozens of shared channels: what tracked means, the options from spreadsheets to tools, and what to record. https://usethorpe.com/blog/stakeholder-changes/https://usethorpe.com/blog/stakeholder-changes/Thu, 22 Oct 2026 00:00:00 GMTWho joins and leaves a shared Slack channel tells you a lot about an account. How to notice a champion leaving or a new contact arriving, and what to do next. https://usethorpe.com/blog/round-robin-in-slack/https://usethorpe.com/blog/round-robin-in-slack/Thu, 22 Oct 2026 00:00:00 GMTHow to share customer requests in Slack fairly with round robin or least-loaded assignment, and how to skip people who are off, away or asleep. https://usethorpe.com/blog/slack-connect-customer-support/https://usethorpe.com/blog/slack-connect-customer-support/Thu, 22 Oct 2026 00:00:00 GMTHow to run customer support in Slack Connect channels: set the channels up, decide what counts as a request, give each one an owner and keep your targets. https://usethorpe.com/blog/slack-vs-help-desk-for-b2b-support/https://usethorpe.com/blog/slack-vs-help-desk-for-b2b-support/Thu, 22 Oct 2026 00:00:00 GMTSlack vs help desk for B2B support: what each does well, where each breaks down in shared channels, and how to choose without forcing customers into a portal. https://usethorpe.com/blog/private-customer-dms/https://usethorpe.com/blog/private-customer-dms/Thu, 22 Oct 2026 00:00:00 GMTWhy customers send private Slack DMs instead of posting in the shared channel, what that costs your team, and how to keep those requests visible and owned. https://usethorpe.com/blog/who-owns-the-customer-thread/https://usethorpe.com/blog/who-owns-the-customer-thread/Thu, 22 Oct 2026 00:00:00 GMTWho owns customer requests in Slack when five people can see every message? Ownership models that work in shared channels, and how to keep claims honest. https://usethorpe.com/blog/business-hours-slas/https://usethorpe.com/blog/business-hours-slas/Thu, 22 Oct 2026 00:00:00 GMTAn SLA in shared Slack channels should count business hours, in a stated time zone, with holidays and waiting time taken out. Here is how to set one up.