As you may know, we've recently created a new Slack channel, and a new Zendesk support group [Enterprise_Support_ES] dedicated to providing support to all of our internal and external Enterprise partners/customers.
Effective immediately, all Enterprise requests [except for freelancers working with Enterprise clients] will be redirected to Enterprise support. For internal Upwork partners [EPS, AMs, Upwork Professionals, etc] reaching out about Enterprise clients, please redirect them to join the new #enterprise-support-requests Slack channel and request support by following the steps outlined in the Enterprise Support | Instructional Guide & FAQs.
This channel is specifically designed for enterprise-level support requests with a team that is best equipped to handle Enterprise support needs.
Note: Freelancers working with Enterprise clients will continue to be handled by Premium support. For all other requests from freelancers who are not working with our enterprise clients, please redirect to their respective teams for assistance [Freelancer and HV Freelancer Support].
Internal partners [EPS, AMs, etc]
Here's the redirect process that must be followed for internal partners [EPS, AM, etc] with Enterprise inquiries reaching out via Chat/email/slack to Upwork support:
- Acknowledge the request and inform the partner that their request should be submitted through the Enterprise support slack channel.
- Explain to the partner that the Enterprise support slack channel is specifically designed for support requests related to enterprise customers and is best equipped to handle their needs.
- Provide the partner with the link to the #enterprise-support-requests slack channel and instruct them to submit their request there by following the steps outlined in the Enterprise Support | Instructional Guide & FAQs. .
- For email requests, please refer to Redirect Touch Response [Internal Partners] below for messaging.
- For Slack requests, please refer to Redirect Response for Slack requests [Internal Partners] below for messaging.
Redirect Touch Response for Email requests [Internal Partners] ****INTERNAL ONLY****
Dear [Internal User],
Thank you for reaching out for support. Our team is dedicated to providing the best support experience possible to all of our customers and partners.
To ensure that your request is handled in the most efficient and effective manner, we would like to direct you to our dedicated Enterprise support requests slack channel. This channel is specifically designed for support requests related to enterprise customers with a team that is best equipped to handle your needs.
Please use the following link to access the Enterprise support requests slack channel: [#enterprise-support-requests]. Once you have joined the channel, you can submit your request by following the steps on the Enterprise Support | Instructional Guide & FAQs.
Thank you for your understanding!
Best regards,
[Your Name]
Upwork Support Team
Redirect Response for Slack requests [Internal Partners] ****INTERNAL ONLY****
Thanks so much for submitting your question. Our Enterprise Support Team is on hand to assist you and you can access their dedicated channel here: # enterprise-support-requests
To submit your request, you'll click the + icon and select 'Create a Support Ticket'
Enterprise customers [HMs, Admins, Account Owners, etc]
Here's the redirect process that must be followed for Enterprise customers [HMs, Admins, Account Owners, etc] reaching out via chat/phone/email to Upwork support:
- Acknowledge the request and inform the customer that their request will be redirected to the Enterprise support team for assistance .
- Explain to the customer that the Enterprise support team is specifically designed for support requests related to enterprise customers and is best equipped to handle their needs.
- Send the Redirect Touch Response [External Customers] response below
- Include detailed internal notes on the Zendesk ticket
- Re-assign the ticket to the Enterprise_Support_ES Zendesk queue and save the ticket as open
Redirect Touch Response [External Customers]
Dear [Customer Name],
Thank you for reaching out to Upwork support regarding [insert details of issue]. Our team is dedicated to providing the best support possible to all of our customers.
In order to ensure that you receive the most appropriate and efficient support for your needs, I will be redirecting your case to our Enterprise support team. They have specialized expertise in supporting enterprise-level customers and are best equipped to assist you.
Please be assured that your case is important to us and will be promptly handled by the Enterprise support team. If you have any further questions or concerns, please feel free to reply to this email.
Thank you for choosing Upwork! .
Best regards,
[Your Name]
Upwork Support Team
Identifying Enterprise accounts
To quickly identify an Enterprise account, look out for the orange Identity bar + Enterprise tag:
Occasionally, accounts may not have the orange flags like above. Other ways to identify an Enterprise account include:
- An Enterprise email address similar to this one -
- A manual ACH method -
- An Enterprise plan will showcase under “Monthly Plan” in either the Invited to Teams bar or Own Companies bar -
