Getting support from Highline
Once your onboarding is complete, you can reach our support team anytime right from your shared Highline Slack channel. Just tag @ellocharlie with your request. It goes straight to our support queue, so the right person on our team picks it up, even if your usual contact is out. No forms, no switching apps, and no wondering who to tag.
Anything that needs more follow-up becomes a ticket you can track by logging in at app.highlinecommerce.com.
How to send a request
Only Slack messages that tag @ellocharlie go to our support queue. @ellocharlie only works as a new message in the main channel. It doesn't work as a reply inside a thread.
In the main window of your shared Highline Slack channel (not in a thread), type @ellocharlie (pick ellocharlie from the list Slack pops up), then type your request and hit Enter. Example: @ellocharlie Can someone please help me with order number 123?
ellocharlie adds a 👀 reaction to your message. That's your confirmation we have it.
We reply right in that thread. Reply back there as normal, no @ellocharlie needed. Add screenshots and files there too.
Your request is logged under your company, so anyone on our team can pick it up, even if your usual contact is out.
When it's done, you'll see "Marked as resolved." Not actually done? Reply in the Slack thread again and it reopens on its own.
Slack or the portal?
Quick questions get answered right in the Slack thread. If your request needs another team's input (like the warehouse or a carrier), won't be wrapped up today, or needs a formal record, we turn your @ellocharlie thread into a ticket for you.
Already know it needs a ticket? Skip Slack and submit it directly at app.highlinecommerce.com.
Ticket types
Ticket Type | What it covers |
|---|---|
Orders & Shipping | An order that hasn't left the warehouse yet and needs a change, a rush, or a fix. |
Carrier Claims | A lost or damaged package shipped on a Highline shipping account. |
Inbound Dept | A shipment of your inventory arrives at Highline with no PO or doesn't match its PO, or you need a receiving discrepancy report for a PO. |
Mis-shipped Order | An order your customer received with wrong or missing items. |
In Slack, you don't need to pick a type. We sort it on our end.
Forgot @ellocharlie?
No stress. If we see a request without it, we'll start one for you. The catch: a message without @ellocharlie isn't in our queue until someone spots it, so it can take longer to reach the right person. Keep chatting in your channel as usual, and tag @ellocharlie for anything you need us to act on.
Slack's Forward button doesn't work with @ellocharlie. To point us at an older message, copy its link (hover over it, then ⋮ → Copy link), into a new channel message that tags @ellocharlie.
One request per @ellocharlie
If you have three separate issues, send three @ellocharlie messages in the main channel so each one gets tracked on its own. Follow-ups on an existing request go in its thread as normal replies. A new issue goes in a new @ellocharlie message in the main channel, not in an old thread.
Questions about any of this? Ask away, or tag @ellocharlie.
Prefer using Slack’s slash commands? Try /ello
Your team can also start requests with the /ello slash command. Because your Slack workspace is separate from ours, Slack requires a Slack admin on your team to install ellocharlie on your end first.
It's a one-time install: once it's done, everyone on your team can use /ello in the channels you share with us.
Send this link to your Slack admin: https://app.ellocharlie.com/api/integrations/slack/ello-install
Once it's installed, /ello works exactly like tagging @ellocharlie: type /ello, a space, then your request in the main channel.