/across-help

Getting started

Across helps companies that use shared Slack channels provide a high touch and scalable customer experience. No more losing track of action items, wading through channels searching for messages, or missing SLAs.

If you have any questions, please send us a text at (510)-756-2522 or email us at support@acrossapp.com. You can also schedule time with us here.

Initial Setup

Across takes less than 5 minutes to set up

Connecting Across to Slack

  1. Log in to Across
  2. Click "Integrations" in the left navigation bar
  3. Click "Connect to Slack"
  4. Across will request permission to be added to your Slack workspace. Click "Allow"
  5. In any channel where you want to use across, simply invite the Across app to the channel

Inviting team members to Across

  1. Click on the "Team" tab in Across
  2. Invite your team members by clicking the "Add teammate" button

Renaming your Across workspace

  1. Click on the "Team" tab in Across
  2. Rename your workspace and upload your company logo. By default, we pull this information from your Slack

Monitoring customer channels using Across

  1. Use the Slask command /invite @Across to a channel, we’ll start tracking it
  2. You can see all your tracked channels in the "Customers" tab in Across

Using the Customer Inbox in Slack

All messages across your customer channels will show up in your customer inbox directly in Slack.

  1. In the left navigation bar in your Slack workspace, scroll down to Apps and click Across.
  2. You should see a tab called Home in the top left. This is your inbox. Any customer messages which haven’t been responded to live here
  3. You can acknowledge, snooze, create tasks in Across from here

Creating and Managing Tasks

Creating tasks There are three ways to create tasks in Across

  1. Hover over a message and click the "More actions" button on the right side. In the menu, click "Create task". The task will be associated with the user who posted the message
  2. Use the slash command /Across in any channel tracked by Across
  3. Mark the message that you want to turn into a ticket with the 🎫 emoji

When you create tasks, they go to a central channel #across_tasks. You can edit/resolve/respond to them from there with your team. You can also filter through tasks in the Home tab - just click the tasks button.

Associating multiple Slack threads with the same task

  1. Hover over a message and click the “More actions” button on the right side
  2. Click "Add to existing task"
  3. Select the task you want the message to be associated to
  4. You can now reply and receive messages from any thread associated with the task, directly from the Across task

Associating tasks with multiple customers

A task can be associated with multiple customers. To add additional customers, select a ticket in your dashboard at acrossapp.com and add additional customers to the "Reported by" field.

Every customer listed in the "Reported by" field will be notified in Slack and through email when the ticket is resolved.

Resolving tasks

  1. To resolve or complete a task, navigate to your customer inbox in Slack, or to the "Tasks" tab at acrossapp.com
  2. Filter for "In Progress" tasks
  3. In Slack, click "Resolve" next to the task you want to resolve, or at acrossapp.com, click the "Resolve" button in the lower right corner of the task
  4. Every customer listed in the "Reported by" field will be notified in Slack and through email when the task is resolved.

Communicating with customers directly from a task

Across allows you to communicate with customers directly from a task. You no longer have to remember the right channel, thread, and customer to follow up with.

Every Slack thread associated with an Across task can be replied to directly from the task, or from the central #across_tasks channel.

Integrating Across with other systems

Across can currently be integrated with Zendesk, Help Scout, Trello and Jira. These integrations are two way, meaning that replies in the ticketing system are posted into Slack and vice versa.

Across can also send ticket details via our custom API.

Integrating Across with Zendesk, Help Scout, and Jira

  1. Navigate to the "Integrations" tab in your dashboard at acrossapp.com
  2. Click "Connect to Zendesk", "Connect to Help Scout", or "Connect to Jira"
  3. Across will request permission to connect. Click "Allow"
  4. Tasks created in Across will now sync with the integrated ticketing system.

Integrating Across with Trello

  1. Navigate to the "Integrations" tab in your dashboard at acrossapp.com
  2. Click "Connect to Trello"
  3. Across will request permission to connect with Trello. Click "Allow"
  4. Click "Configure"
  5. Select the Trello board you would like to connect Across to
  6. Select the list you want a card to be added to for every new task in Across
  7. Select the list where you want the associated task to be marked as resolved when the card is moved to the list. Affected customers will automatically be notified when the card is moved to this list and the task is resolved

Viewing metrics and analytics in Across

  1. Navigate to the "Customers" tab in your dashboard at acrossapp.com
  2. This tab contains analytics such as average response time and most active customer across all of your customer channels

Additional help

You can also send us a text at (510)-756-2522, email us at support@acrossapp.com, or schedule time with us here.