Step 5 of 5
Getting Help
Know where to go when you have questions or run into issues.
Getting Help
Everyone gets stuck sometimes. Knowing where and how to ask for help — and when — makes the difference between a quick resolution and a long wait. This guide explains your support options and how to use them effectively.
01How to Get Help
There are three main support paths available to you. Which one you use depends on the urgency and nature of your question.
1. Ask in Slack
Your primary support channel. Post questions in your project's general or relevant channel. Teammates and your project lead monitor these channels regularly.
2. Reach your project lead
For task-specific issues, policy questions, or problems that your team cannot resolve. Your project lead has direct context on your project's requirements.
3. War rooms
Dedicated Slack spaces or sessions where the team works together — sometimes to tackle urgent issues, sometimes just to collaborate and sync in real time. Your lead will announce them.
02Asking in Slack
Slack is your first stop for support. Most questions can be resolved quickly by posting in the right channel. Your team, your project lead, and your reviewers all monitor Slack — a good question posted there often gets answered faster than a direct message.
Where to post
#[project]-general
Task questions, process clarifications, general project questions
#[project]-reviewers
Reviewer-specific questions — only if you have reviewer access
General workspace channel
Cross-project questions or questions about onboarding and workspace logistics
How to write a good question
- State what you are trying to do, what you expected to happen, and what actually happened
- Include the task number or project name so others have context immediately
- Attach a screenshot if the issue is visual or unclear to describe
- Search the channel history first — your question may already have been answered
Public questions benefit everyone. When you ask in a channel instead of a private message, others with the same question get the answer too — and your team builds a shared knowledge base over time.
03Your Project Lead
Your project lead is the primary authority on your project. They post announcements, answer escalated questions, manage task priorities, and resolve issues that cannot be handled within the team.
When to contact your project lead
- A task has a structural issue that cannot be completed
- You need a policy clarification not covered in the instructions
- You received an SBQ you believe was incorrect
- You have an account or access issue
When NOT to contact your project lead directly
- Your question is answered in the project instructions
- The question has already been discussed in the Slack channel
- It is a basic task question your team can answer
Your project lead's contact is usually shared in the project channel. If you cannot find it, ask a teammate. When messaging your lead directly, include all relevant context upfront— task number, project name, and a clear description of the issue.
04War Rooms
A war room is a dedicated Slack space or live session where the team comes together. Sometimes they are opened to handle urgent or high-volume issues — but often they are simply spaces to work alongside each other, sync on progress, or get quick answers in real time.
What war rooms are used for
War rooms are announced in your project's announcements channel. They may be opened for batch launches, shared work sessions, SBQ sprees, or when the team wants a live space for real-time collaboration. When one is active, it is the best place to ask questions and get fast responses — bring your work there.
How to participate effectively
- Read existing messages in the war room before posting — your question may already be answered
- Be specific: post task numbers and describe the exact issue
- Acknowledge answers and confirm when an issue is resolved
- Do not use the war room for unrelated questions — keep it focused
- Follow any rules posted at the top of the war room channel
05When to Escalate
Most issues can be resolved within your project team. But some situations require escalation. Here is a simple decision path.
Decision path
Question is about a specific task or instruction
Ask in your project's general Slack channel
Question is policy-level or requires project lead authority
Post in channel tagging your project lead, or DM them
Many people have the same question at once
Participate in the active war room if one is open
Issue is unresolved after escalating to project lead
Project lead escalates to the client or operations team
06Before You Ask
The fastest way to get an answer is often to find it yourself. Before posting a question, run through this checklist — most common questions are already documented somewhere.
Self-check before asking
- Have you re-read the task instructions from start to finish?
- Have you checked pinned messages in your project's Slack channel?
- Have you searched the channel history for the same or similar question?
- Have you checked this onboarding hub for relevant guidance?
- Is the issue something that could be caused by a simple browser or login problem?
If you are still stuck
Post in your project's Slack channel with as much context as possible. Include the task number, describe what you expected vs. what happened, and attach any relevant screenshots. Do not release or abandon a task without asking first — many issues can be resolved with a quick clarification.
Your support network at a glance
Slack channel
Team + project lead · fastest
Project lead
Policy & escalations
War rooms
Urgent · announced in Slack
You are never expected to figure everything out alone. Asking good questions is a sign of professionalism, not weakness.