Get help through #ask-it
The #ask-it channel is your primary way to get IT support at 11x. Our AI-powered help desk agent and IT team monitor this channel to help you quickly resolve technical issues.
Prerequisites
Access to the 11x Slack workspace
Membership in the #ask-it channel (you're added automatically on your first day)
Submit a support request
To get help:
Go to the #ask-it Slack channel.
Describe your issue in a message. Be as specific as possible and include:
What you're trying to do
What's not working
Any error messages you're seeing
What you've already tried (if applicable)
Our AI agent will respond immediately with troubleshooting steps or solutions. If the AI agent can't resolve your issue, it will escalate to a member of the IT team.
Example requests
Good support requests include relevant details:
❌ "My laptop isn't working"
✅ "My laptop won't connect to Wi-Fi. I'm getting an error message that says 'No internet connection.' I've already tried restarting."
❌ "I need access"
✅ "I need access to Figma for the design project I'm starting. My manager is Sarah Chen."
❌ "Okta problem"
✅ "I'm trying to reset my Okta password but I'm not receiving the reset email. I've checked my spam folder."
Response times
Priority | Response Time | Examples |
|---|---|---|
Urgent | 15 minutes | Completely locked out of accounts, device lost/stolen |
High | 2 hours | Cannot access critical application, device not functioning |
Normal | 4 hours | Software installation requests, access requests |
Low | Next business day | General questions, feature requests |
Response times apply during business hours (9 AM - 6 PM PST, Monday-Friday).
Urgent issues outside business hours
For urgent security issues outside business hours, email it@11x.ai with "URGENT" in the subject line.
Urgent issues include:
Lost or stolen devices
Suspected security breach or compromised accounts
Complete inability to access work systems
Tips for faster resolution
Check the Help Center first - Many common issues have self-service solutions
Include screenshots - Visual context helps diagnose issues faster
Stay in the thread - Reply to the AI agent or IT team member in the thread rather than creating new messages
Mark as resolved - React with ✅ when your issue is resolved to help us track resolution
What IT support can help with
Password resets and account access issues
Software installation and troubleshooting
Device setup and configuration
Security concerns
General technical questions