**Slack Channels

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Slack channel best practices:

Please be super mindful that the question being asked wasn't already asked previously and the answer isn't already available on the KB. Use the search Slack tips found in the drop-downs below.
If you do learn any new info or info that's not on the KB, please reach out to your SA/TL so they can submit an internal KB update request through the CS Hub (SA/TL has access to the CXI & Training Hub section), so we can add the information to this section for everyone.
In addition, if it's a CS-related question (e.g. can we refund / issue Connects, etc.), seek out help from CS channels, TLs/Managers.

Slack channels will help agents quickly get answers to their customer concerns. With the number of features and functionality of Upwork, CS agents often times don't know the correct Slack channels to access to inquire, which causes delays in responding to customers. By using the matrix/list, agents can go to appropriate Slack channels directly to get their concerns/questions addressed.

Note: Before going to the Slack channels matrix/list, agents should first look for their answers in our main resources like KBs, email announcements, and TLs. There are also community boards available for agents and our customers. Here’s a list of our Escalation Directories:

If agents can't find a channel, most likely it's a private one. Please ask your TL to add you to that channel.

Slack Channel Name	Topics/Feature	Access
#ask-tech_support	Technical Support related questions.	Agents FL / HV FL Support - SA / TL Only
#ask-uta	UTA related issues	Agents FL / HV FL Support - SA / TL Only
#ask-qa	Questions if a certain feature worked as expected or not	Agents FL / HV FL Support - SA / TL Only
#ask-product	Product related questions.	TLs
#ask-content-and-engagement	Any questions related to Content and Engagement (formerly Policy)	Agents FL / HV FL Support - agents can utilize channel for action requests, but if based on a feature or functionality concern, SA / TL only
#ask-trustandsafetyleadership	Any questions from outside teams to TnS (if don't know where to go)	TLs
#ask-disputes	Questions related to mediations (hourly and fixed price), Escrow or Arbitration Questions, In-product disputes, Unpaid Invoice Reviews/Reversals/Notifications When using ask-Disputes, please use the “Ask Disputes Form”. It’s found when you click the plus (+) icon on the bottom left of the ask-Disputes channel	Agents
#ask-obo	OBO related questions	TLs FL / HV FL Support - SAs & TLs
#ask-ptc	Private Talent Cloud issues	TLs FL / HV FL Support - SAs & TLs
#ask-account-security	(Any questions related to AS) Account security issues: hacked accounts, phishing, malware, etc.	Agents FL / HV FL Support - agents can utilize channel for action requests, but if based on a feature or functionality concern, SA / TL only
#ask-marketplace-talent	Inquiries related about high potential or established clients who have had a Bad Client Experience and we've referred them	Agents
#ask-identity-verification	Any questions related to ID verifications	Agents FL / HV FL Support - agents can utilize channel for action requests, but if based on a feature or functionality concern, SA / TL only
#ask-marketing	Marketing Questions or items	Leads
#chat-call-transfers	For Calls / Chats that need to transfer to another team when warm transfer is not available Some examples: if CL Phones gets a LB call needing something they’re unable to handle, agent fills in form in channel for Premium handling OR if Premium receives a VSB+ chat, agent fill in form to transfer to CL Support	Agents
#ask-infosec	Questions regardings Upwork security (Captcha, Fraud emails, etc)	Agents - if internal-related SAs / Leads - if customer-related
#ask-monetization	Monetization API Integration Topics	TLs FL / HV FL Support - SAs + Leads
#ask-recruiter-accelerator	Recruiter Accelerator (support tool)	TLs
#ask-orpc-urgent	Questions regarding Email System ( ES Project )	TLs FL / HV FL Support - SAs + Leads
#collab-payments-operations	Payments Operations escalations	TLs FL / HV FL Support - SAs + Leads
#ask-zendesk	Zendesk questions	TLs
#adjustment-approvals	As the Escrow Team clears credits once a day, if we give a customer a credit we want to clear ASAP, this channel can be used to request they clear transactions.	TLs
#ask-scam-ops_scam-related-inquiries-only	Any questions related to Scam	Agents FL / HV FL Support - agents can utilize channel for action requests, but if based on a feature or functionality concern, SA / TL only
#ask-chargeback-team-public	Questions related to Chargebacks, ACH Returns.	Agents
#ask-mobile-apps	Questions related to Upwork mobile app	Agents FL / HV FL Support - SA & Lead only
#cs-freelancer-support	Room for agent’s Freelancer related questions or concerns	Agents
#ask-cxi_customer-experience-improvement	Ask questions and connect with Customer Experience Improvement Analysts	Everyone
#ask-assessments	Upwork Skill Certifications questions	Agents FL / HV FL Support - SA + Lead

Community platform

Community Events

Academy

#ask-community

https://community.upwork.com/

#ask-community

https://community.upwork.com/t5/Events/ct-p/Events

#ask-community

https://community.upwork.com/t5/Academy/ct-p/Academy

What to escalate:

Concerns about Community bans (please check CSS notes in OBO, refer the user to the Community Guidelines and messages sent by moderators.)
Requests to remove or update any content in the Community.
Community Groups and invites to groups.
Receiving or unsubscribing from emails from the Community.
Product Updates announcements
Community Blog Contributor program

What to escalate:

Questions about upcoming events, webinars and huddles.
Users trying to access an event recording.

What to escalate:

Questions about coaching cohorts and invites to cohorts.
Questions and feedback about learning paths, courses or any material on the Academy pages. Also be sure to tag Hailey Austin when posting in the #ask-community channel
Questions about skill certifications can go to #ask-assessments

Community Resources:

Community Guidelines

Public Groups FAQs

Public Academy FAQs

Public KB about Community (To be updated)

Internal KB about Events

Community Coda page and request form

Community FAQs for agents:

Q: How to unsubscribe from Community emails?

Log into the Community, click on your picture in the right hand corner and go to Settings.
Under Personal> Email, check “Don't send me any community emails” and click save
Note that users can also manage their Subscriptions under Settings> Subscriptions and unsubscribe only from specific threads/boards.

Q: Are emails sent from donotreply@community.upwork.com legit and from Upwork?

Yes! These emails are typically invites to join Community groups or Coaching Cohorts. When it doubt, you can ping us on slack to double check!

Q: How to report comments that are inappropriate or against the Guidelines or TOS?

Click on the post options (3 dots in the upper right corner of the post) and click Notify Moderator.

Q: How can I recommend a new Community Group?

Thanks for your feedback! Please, complete this form.

Q: Is it possible to block private messages from a specific user in the Community?

Yes! Click the three dots above the subject of the private message and select "Ignore user."

Basic Slack Search Tips

Desktop Search

Click the search field at the top of Slack.
Below the search field, select the type of results you want: messages, files, people, or channels.
Type what you’re looking for into the search field. To narrow your search, you can include modifiers (read more about modifiers in the section below).
Select an option from the list, or press “Enter” to view all results.

Mobile Search

Tap the Search tab at the bottom of your screen.
Tap the search field and type what you're looking for. To narrow your search, you can include modifiers (read more about modifiers in the section below).
Tap Search or the magnifying glass on your device's keyboard.

Narrow your search with modifiers

To narrow the scope of your results, you can add modifiers to your search terms. Refer to the table below for a list of modifiers you can use to search in Slack.

How to narrow your search	Example
Add quotation marks to search a specific phrase	"marketing report" will find results containing the entire phrase
Add a dash in front of a specific word to omit results that contain it	marketing -report will find results for marketing that do not contain the word report
Add in: and a channel name, teammate(s) name, or section name to search within specific conversations	marketing report in:#team-marketing will find results in the #team-marketing channel
Add from: in front of a display name to search for information shared by someone specific	marketing report from:@Sara will find results from Sara
Add has: in front of an emoji code to search for messages with a specific emoji reaction	marketing report has::eyes: will find results where someone has reacted with the eyes emoji
Add is:saved or has:pin to search for something you’ve added to your saved items or is pinned to a conversation	marketing report is:saved will find results that you’ve added to your Saved items
Add before: , after: , or on: in front of a date, or during: in front of a month or year	marketing report during:august will find results shared during the month of August

Tip: You can combine multiple modifiers to find information more quickly. For example, marketing report in:#team-marketing from:@Sara will find results for marketing report in the #team-marketing channel from Sara.

Filter and sort your search results

To help you find exactly what you need, you can sort and filter your search results.

Desktop

After performing a search:

Click Messages, Files, Channels, or People at the top of the search view to switch between result types.
Click Sort below the filter menus to choose a sorting option.
Click on one of the drop-down menus above your search results to choose a filter.
When searching for messages or files, click More filters to apply additional filtering options.

Mobile

After performing a search:

Tap Messages or Files to switch between results.
Tap Newest in the top right, then choose a sorting option.

Note: When you use Slack on your desktop, you’ll see more filtering options than you will on the mobile apps.

Additional search tips

Start a search using keyboard shortcuts
Type ⌘G on a Mac or CtrlG on Windows or Linux. You can also search in a specific conversation by typing ⌘F on a Mac or CtrlF on Windows or Linux from any channel or direct message.
See results that begin with a partial word
Add an asterisk to a partial word with at least three characters to see results that begin with those specific letters. For example, rep* may show results for reply or report.
Find messages you’ve added a certain emoji reaction to
Click the Reactions drop-down after performing a search, then select a reaction below From you to filter results.

Customize your search options
Visit this Slack article to learn how to set your search preferences in Slack.

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**Slack Channels

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Community Events

Academy

Community Resources:

Community FAQs for agents:

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