AWS customers can now use Amazon Q Developer in chat applications to monitor AWS support cases updates and respond to them from chat channels in MS Teams and Slack.

To manage support cases from chat channels with Amazon Q Developer in chat applications, customers subscribe a chat channel to support case events published in the AWS EventBridge service. As new case correspondences get added, Amazon Q Developer in chat applications sends the support case update notifications to the configured chat channels. Channel members can the use action buttons on the notifications to view the latest case updates and respond to them without leaving the chat channel.

Collaborating with Engineering, I updated the Slack experience to include AWS support case updates in the main Slack channel window. Channel members can see similar details as shown in the AWS Support console, but in a more condensed view. Members can also @ mention each other to collaborate or handoff support tickets.

UX discovery research showed customers first need to understand the history of any given ticket. Below you can see support case details in the main Slack channel window with quick action buttons shown below the case details. Clicking the "View correspondence button" opens a modal where they can view previous details.

Once customers have reviewed prior correspondence, they can reply to the latest support message by clicking the "Reply to case" button on the main message. This opens a modal where they can update the ticket status. Updates made in Slack are synchronized with the AWS Support Console and can be seen by users in both places.

Support cases can be resolved by either the customer when a satisfactory remedy has been provided or by AWS support if, for example, significant time has passed without a response from the customer. Cases can be resolved using the third quick action button shown below.

Once the "Resolve" button is clicked, the customer is tagged in a confirmation message sent in a thread attached to the original support case message along with the latest case status and correspondence message.

Both customers and AWS Support staff can reopen cases as needed by clicking the "Reopen case" quick action button that appears once a case has been resolved. The same quick actions reviewed above become available when the case is reopened.

I conducted an audit of the AWS Console Support system to evaluate what information customers were currently submitting in website submission forms. This helped determine the most important data that needed to be shown in Slack and Teams.

Once I mapped the important data captured from the website forms, I could start deciding how it would translate into Slack and Teams UI layouts. This results in numerous collaboration meetings with Product Management and Engineering partners to decide the best way to show important customer information to them in the Slack and Teams environments.

To assist this process, I generated mockups like the one shown below to map the anatomy of each message to the information we wanted to show, in descending order of importance to the user.

General availability of AWS Support case management was launched in Microsoft Teams and Slack in November, 2024. The added functionality was well received, and has since been used by hundreds of AWS customers. Plans have been added to the 2025 roadmap to integrate this functionality with the AI capabilities of Amazon Q to bring even more relevant AWS Support information to customers.