Slack Channels
General Support
- #customer-support: Main support channel
- #ask-anything: General questions
- #announcements: Company updates
- #wins: Share customer successes
- #help-me: Urgent assistance needed
Technical Support
- #tech-support: Technical issues and queries
- #smart-meters: Smart meter installations and issues
- #kraken-help: Kraken system questions
- #system-status: Service status updates
- #bugs: Report system bugs
Team Channels
Product Teams
- #intelligent-octopus: EV charging support
- #octopus-flux: Solar & export queries
- #homemini-support: Battery system help
- #electroverse: Public charging network
- #heat-pumps: Heat pump installations
Specialist Teams
- #vulnerability: PSR and vulnerable customers
- #debt-team: Payment arrangements
- #complaints: Complaint handling
- #migrations: Switch queries
- #final-bills: Move-out support
Industry Channels
Metering & Industry
- #meter-reads: Reading submissions and queries
- #industry-issues: Market-wide problems
- #dcc-issues: DCC smart meter comms
- #network-operators: DNO/GDN coordination
- #industry-updates: Regulatory changes
Business Support
- #business-support: SME customer queries
- #business-ops: Operational issues
- #business-tech: Technical B2B support
Learning & Development
Training
- #training: Training schedules and resources
- #new-starters: Onboarding support
- #knowledge-sharing: Tips and best practices
- #coaching: Quality and development
Resources
- #kb-updates: Knowledge base changes
- #product-updates: New features and changes
- #tools-and-tips: Workflow improvements
Internal Portals
Essential Portals
- Kraken Admin: Customer account management
- Knowledge Hub: Internal wiki and guides
- Populate: Response templates
- Zendesk: Ticket system
- HR Portal: Payroll, benefits, time off
Tools & Utilities
- Meter Reading Portal: Submit customer readings
- ECOES: Industry database lookups
- Tariff Calculator: Rate comparisons
- Postcode Checker: Network operator lookup
- Smart Meter Checker: Compatibility verification
Emergency Contacts
Out of Hours
- Gas Emergency: 0800 111 999 (National Grid)
- Electricity Emergency: 105 (All DNOs)
- On-Call Manager: [Internal contact]
- Security Team: [Internal contact]
Escalation Routes
- Team Leads: First point of escalation
- Quality Team: Process queries
- Complaints Team: Formal complaints
- Legal Team: Legal matters only
Social & Culture
Team Building
- #random: General chat
- #celebrations: Birthdays and milestones
- #pets: Share your furry friends
- #food: Recipes and recommendations
- #fitness: Health and wellness
- #gaming: Gaming community
Local Channels
- #london-office: London team
- #brighton-office: Brighton team
- #remote-workers: Remote community
- #commute-buddies: Travel sharing
Quick Tips
Making the Most of Slack
- Use threads: Keep conversations organized
- Tag appropriately: @here for online users, @channel sparingly
- Search first: Use Cmd+K to find channels and people
- Set status: Let people know your availability
- Save messages: Bookmark important info
- Customize notifications: Manage channel alerts
Channel Etiquette
- Post in the most relevant channel
- Avoid cross-posting in multiple channels
- Use direct messages for personal matters
- Read pinned messages before asking questions
- Be respectful and professional