Getting started with AWS Support App in Slack - 10 questions and answers

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To help you get started with the AWS Support App in Slack, we've compiled answers to the ten most commonly-asked questions from customers.

Customers with Business Support, Enterprise On-Ramp, and Enterprise Support plans can now use the AWS Support App to collaborate with AWS support agents on cases through Slack. Use the AWS Support App to manage cases, search previous solutions, request service quota increases, and request a live chat session with AWS Support agents and members from your team directly from your Slack channel.

To help you get started with the AWS Support App in Slack, we've compiled answers to the ten most commonly-asked questions from customers.

Why should I start using the AWS Support App in Slack?

The AWS Support App in Slack aims to reduce case resolution times by improving transparency and collaboration among your teams and AWS Support. Teams who work and communicate in Slack channels can now directly interact with AWS Support to discuss best practices, request assistance, and respond to events faster with a shared view of Support engagements. Your teams no longer need to switch between their primary communication tool and the AWS Support Center Console — they can create cases, search previous cases, share recommendations, and more all from within Slack.

What prerequisites are there to using the AWS Support App?

The AWS Support App is available to all AWS customers with a Business, Enterprise On-Ramp, or Enterprise Support plan at no additional cost in the Standard AWS partition. Currently, only English is supported as a preferred contact language when collaborating with AWS Support through Slack.

Slack is currently the only supported chat communication tool. The AWS Support App works with all Slack pricing plans. For Slack Connect channels, the AWS Support App only fully supports users that are members of the workspace that configured the application.

How do I get started with the AWS Support App?

First, you will need to attach an AWS IAM policy to an entity, such as an IAM user, to grant permission to configure the AWS Support App widget in the AWS Support Center Console. The example IAM policy in the documentation allows a user to authorize Slack workspaces and configure Slack channels in the Support Center console.

Next, you need to create an AWS IAM role that is used to perform actions from other AWS services on behalf of users in a Slack channel. The IAM policy that you attach to this role determines what actions those Slack channel members can take. For example, if a Slack channel configuration references an IAM policy that specifies read-only access to support cases, then users in that Slack channel can view support cases, but cannot update them. For more information, visit this documentation page.

Now, you need to authorize a Slack workspace, invite the AWS Support App to your desired channel, and configure that Slack channel in the Support Center console. Once these steps are complete, you can begin using the AWS Support App commands (such as /awssupport search) in the configured Slack channels.

How does the Support App work with multiple AWS accounts?

A single Slack channel can reference multiple AWS accounts. When a Slack channel references multiple accounts, users select which account is the target of certain actions, such as creating a case or searching cases. You can also configure account names to make accounts more recognizable than the default AWS account ID.

To onboard multiple AWS accounts to use Slack workspaces, create a case with AWS Support. AWS Support will authorize the Slack workspaces for each account that you specify in your support case. The specified accounts must be part of the same organization in AWS Organizations. AWS Support does not also create the IAM roles and Slack channel configurations for each onboarded account — those must be configured in each onboarded account. For more information, visit this documentation page.

What best practices exist with regards to user permissions for the Support App?

When you configure a Slack channel in the Support Center console, you select an IAM role. Users in that Slack channel have the same permissions specified in the IAM policy that is attached to that IAM role in the channel configuration. This means anyone in the channel has some level of access to your support cases, whether or not they have an AWS account or an IAM user. We recommend using an IAM policy with the minimum required permissions for your use case. For more information, visit this documentation page.

We also recommend that you use private channels with the AWS Support App, and only add users to this channel that need access to support cases. This recommendation also applies when choosing which users to invite to a live chat Slack channel.

Do I get the same response time from AWS Support when I create a case in Slack?

Yes, the response times for support cases are the same -- whether you created the case from Slack or from the Support Center Console.

Are there limits to configuring the Support App at this time?

Yes.

  • A single AWS account can authorize up to 5 Slack workspaces
  • A single AWS account can create up to 20 Slack channel configurations
  • A single Slack channel can reference up to 100 AWS accounts

Does the AWS Support App in Slack integrate with AWS CloudFormation? Is there an API I can reference?

Yes, the AWS Support App supports creating your AccountAlias and SlackChannelConfiguration in AWS CloudFormation. For more information, visit this documentation page.

The AWS Support App in Slack also has an API you can reference, located on this documentation page.

What happens when I choose the live chat contact method in Slack?

A new private channel is created for you when you select Live Chat as the contact method during case creation or when adding a correspondence. This channel name will include the case ID, and will invite any others you specified.

Once the agent joins, you can chat with the agent about your support case and upload any file attachments to the channel. The AWS Support App automatically saves your files and chat log to your case correspondence.

Also note that:

  • Support agents can't view shared messages or threads. To share text from a message or thread, enter the text as a new message
  • If you edit or delete a message, the agent still sees the original message. You must enter your new message again to show the revision
  • If you start a new live chat session for an existing support case, the AWS Support App uses the same chat channel that was used for a previous live chat.

Does AWS Support have full access to my Slack workspaces and messages?

No, AWS Support only sees messages that are sent via the “Reply” button at the bottom of case details. These are also the only messages that are attached as a correspondence to the case.

For live chats, the AWS Support App records the chat from the moment the agent joins to the chat to the moment the chat is ended. The chat transcript is attached to the case. Other messages sent prior to the agent joining or after the chat has ended are not accessible by AWS Support.

Additional resources to help you get started:

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