isshaddad · Jun 26, 2026 · Jul 13, 2026 · Jul 13, 2026 · Jul 13, 2026 · Jul 13, 2026
diff --git a/.server-changes/slack-support-channel.md b/.server-changes/slack-support-channel.md
@@ -0,0 +1,6 @@
+---
+area: webapp
+type: feature
+---
+
+Owners of paid organizations can set up a private Slack support channel from Organization settings. Free plans see an upgrade option instead.
diff --git a/apps/webapp/app/components/navigation/OrganizationSettingsSideMenu.tsx b/apps/webapp/app/components/navigation/OrganizationSettingsSideMenu.tsx
@@ -18,6 +18,7 @@ import {
   organizationSettingsPath,
   organizationSlackIntegrationPath,
   organizationSsoPath,
+  organizationSupportPath,
   organizationTeamPath,
   organizationVercelIntegrationPath,
   rootPath,
@@ -49,11 +50,13 @@ export function OrganizationSettingsSideMenu({
   buildInfo,
   isUsingPlugin,
   isSsoUsingPlugin,
+  supportChannelEnabled,
 }: {
   organization: MatchedOrganization;
   buildInfo: BuildInfo;
   isUsingPlugin: boolean;
   isSsoUsingPlugin: boolean;
+  supportChannelEnabled: boolean;
 }) {
   const { isManagedCloud } = useFeatures();
   const featureFlags = useFeatureFlags();
@@ -135,6 +138,17 @@ export function OrganizationSettingsSideMenu({
             to={organizationTeamPath(organization)}
             data-action="team"
           />
+          {isManagedCloud && supportChannelEnabled && (
+            <SideMenuItem
+              name="Support"
+              icon={SlackIcon}
+              activeIconColor="text-text-bright"
+              inactiveIconColor="text-text-dimmed"
+              iconClassName="size-4 ml-0.5"
+              to={organizationSupportPath(organization)}
+              data-action="support"
+            />
+          )}
           {featureFlags.hasPrivateConnections && (
             <SideMenuItem
               name="Private Connections"

diff --git a/apps/webapp/app/routes/_app.orgs.$organizationSlug.settings.support.tsx b/apps/webapp/app/routes/_app.orgs.$organizationSlug.settings.support.tsx
@@ -0,0 +1,245 @@
+import { json, redirect } from "@remix-run/node";
+import { Form, useActionData, useNavigation } from "@remix-run/react";
+import { typedjson, useTypedLoaderData } from "remix-typedjson";
+import { z } from "zod";
+import {
+  MainHorizontallyCenteredContainer,
+  PageBody,
+  PageContainer,
+} from "~/components/layout/AppLayout";
+import { Button, LinkButton } from "~/components/primitives/Buttons";
+import { Header2 } from "~/components/primitives/Headers";
+import { NavBar, PageTitle } from "~/components/primitives/PageHeader";
+import { Paragraph } from "~/components/primitives/Paragraph";
+import { prisma } from "~/db.server";
+import { useOrganization } from "~/hooks/useOrganizations";
+import { useShowSelfServe } from "~/hooks/useShowSelfServe";
+import { logger } from "~/services/logger.server";
+import { getCurrentPlan } from "~/services/platform.v3.server";
+import { isSupportChannelEnabled } from "~/services/supportChannelFlag.server";
+import { dashboardAction, dashboardLoader } from "~/services/routeBuilders/dashboardBuilder";
+import { getUserId } from "~/services/session.server";
+import {
+  enqueueProvisionSupportChannel,
+  hasPrivateSlackSupport,
+} from "~/services/supportSlackChannel.server";
+import {
+  OrganizationParamsSchema,
+  organizationSupportPath,
+  v3BillingPath,
+} from "~/utils/pathBuilder";
+
+async function resolveOrg(slug: string, userId: string) {
+  // Scoped to membership: ability.can is not a tenant floor (the cloud RBAC
+  // plugin returns a permissive ability for a non-member), so without the
+  // members filter a non-member reaches the handler for any org slug.
+  return prisma.organization.findFirst({
+    where: { slug, members: { some: { userId } }, deletedAt: null },
+    select: { id: true },
+  });
+}
+
+async function orgScope(params: { organizationSlug: string }, request: Request) {
+  const userId = await getUserId(request);
+  if (!userId) return {};
+  const org = await resolveOrg(params.organizationSlug, userId);
+  return org ? { organizationId: org.id } : {};
+}
+
+export const loader = dashboardLoader(
+  {
+    params: OrganizationParamsSchema,
+    context: orgScope,
+    // Plan-gated before role-gated: unentitled orgs render the upsell whatever
+    // their role, so manage:billing is enforced on the action (and mirrored as
+    // a disabled button here) rather than on the whole route.
+  },
+  async ({ context, ability }) => {
+    const organizationId = context.organizationId;
+    if (!organizationId) {
+      throw new Response("Not Found", { status: 404 });
+    }
+
+    // Flag off means the feature does not exist yet, so 404 rather than render
+    // an upsell for something nobody can buy.
+    if (!(await isSupportChannelEnabled(organizationId))) {
+      throw new Response("Not Found", { status: 404 });
+    }
+
+    const supportChannel = await prisma.organizationSupportChannel.findFirst({
+      where: { organizationId },
+    });
+
+    const plan = await getCurrentPlan(organizationId);
+
+    return typedjson({
+      supportChannel,
+      hasSupportAccess: hasPrivateSlackSupport(plan),
+      canManage: ability.can("manage", { type: "billing" }),
+    });
+  }
+);
+
+const ActionSchema = z.object({
+  intent: z.literal("connect"),
+});
+
+export const action = dashboardAction(
+  {
+    params: OrganizationParamsSchema,
+    context: orgScope,
+    authorization: { action: "manage", resource: { type: "billing" } },
+  },
+  async ({ request, params, context }) => {
+    const organizationId = context.organizationId;
+    if (!organizationId) {
+      throw new Response("Not Found", { status: 404 });
+    }
+
+    if (!(await isSupportChannelEnabled(organizationId))) {
+      throw new Response("Not Found", { status: 404 });
+    }
+
+    const formData = await request.formData();
+    const result = ActionSchema.safeParse({ intent: formData.get("intent") });
+    if (!result.success) {
+      return json({ error: "Invalid action" }, { status: 400 });
+    }
+
+    const plan = await getCurrentPlan(organizationId);
+    if (!hasPrivateSlackSupport(plan)) {
+      return json({ error: "Upgrade required" }, { status: 403 });
+    }
+
+    // A live channel already covers this org. Without this an out-of-band POST
+    // would flip the row back to PROVISIONING and re-send the Slack invite.
+    const existing = await prisma.organizationSupportChannel.findFirst({
+      where: { organizationId },
+      select: { status: true },
+    });
+    if (existing?.status === "INVITED" || existing?.status === "LINKED") {
+      return redirect(organizationSupportPath({ slug: params.organizationSlug }));
+    }
+
+    // Persist before enqueueing. The worker can finish between the two, and if
+    // the write came second it would clobber INVITED back to PROVISIONING —
+    // leaving the page stuck, with the job already deduped so nothing retries.
+    await prisma.organizationSupportChannel.upsert({
+      where: { organizationId },
+      create: { organizationId, status: "PROVISIONING" },
+      update: { status: "PROVISIONING", lastError: null },
+    });
+
+    try {
+      await enqueueProvisionSupportChannel({ organizationId });
+    } catch (error) {
+      logger.error("Failed to enqueue support channel provisioning", { organizationId, error });
+      await prisma.organizationSupportChannel.update({
+        where: { organizationId },
+        data: { status: "FAILED", lastError: "Failed to enqueue provisioning" },
+      });
+      return json({ error: "Failed to start Slack channel provisioning" }, { status: 500 });
+    }
+
+    return redirect(organizationSupportPath({ slug: params.organizationSlug }));
+  }
+);
+
+export default function Page() {
+  const { supportChannel, hasSupportAccess, canManage } = useTypedLoaderData<typeof loader>();
+  const actionData = useActionData<{ error?: string }>();
+  const organization = useOrganization();
+  const showSelfServe = useShowSelfServe();
+  const navigation = useNavigation();
+  const isSubmitting = navigation.state !== "idle";
+
+  return (
+    <PageContainer>
+      <NavBar>
+        <PageTitle title="Slack support channel" />
+      </NavBar>
+      <PageBody>
+        <MainHorizontallyCenteredContainer>
+          <Header2 spacing>Private Slack support channel</Header2>
+          <Paragraph spacing>
+            Get a private Slack channel shared with the Trigger.dev team for direct support.
+          </Paragraph>
+
+          {!hasSupportAccess ? (
+            <div className="flex flex-col gap-3">
+              <Paragraph variant="small" className="text-text-dimmed">
+                A private Slack support channel is available on Pro and Enterprise plans.
+              </Paragraph>
+              {showSelfServe ? (
+                <LinkButton variant="primary/medium" to={v3BillingPath(organization)}>
+                  Upgrade to unlock
+                </LinkButton>
+              ) : (
+                <LinkButton variant="secondary/medium" to={v3BillingPath(organization)}>
+                  Contact us
+                </LinkButton>
+              )}
+            </div>
+          ) : supportChannel?.status === "INVITED" || supportChannel?.status === "LINKED" ? (
+            <div className="flex flex-col gap-3">
+              <Paragraph variant="small">
+                Your private Slack support channel
+                {supportChannel.slackChannelName ? ` #${supportChannel.slackChannelName}` : ""} is
+                ready.
+                {supportChannel.status === "INVITED" && supportChannel.invitedEmail
+                  ? ` We've sent a Slack Connect invite to ${supportChannel.invitedEmail}.`
+                  : ""}
+              </Paragraph>
+              {/* While INVITED the owner has not joined yet, so the deep link
+                  would 404 for them — offer the Slack Connect invite instead.
+                  The channel id is always set by then, so ordering matters. */}
+              {supportChannel.status === "INVITED" && supportChannel.inviteUrl ? (
+                <LinkButton variant="primary/medium" to={supportChannel.inviteUrl}>
+                  Join the channel
+                </LinkButton>
+              ) : supportChannel.slackChannelId ? (
+                <LinkButton
+                  variant="primary/medium"
+                  to={`https://slack.com/app_redirect?channel=${supportChannel.slackChannelId}`}
+                >
+                  Open in Slack
+                </LinkButton>
+              ) : null}
+            </div>
+          ) : supportChannel?.status === "PROVISIONING" ? (
+            <Paragraph variant="small" className="text-text-dimmed">
+              Setting up your channel. Check your email shortly for the Slack Connect invite.
+            </Paragraph>
+          ) : (
+            <Form method="post" className="flex flex-col gap-3">
+              {actionData?.error ? (
+                <Paragraph variant="small" className="text-error">
+                  {actionData.error}
+                </Paragraph>
+              ) : null}
+              {supportChannel?.status === "FAILED" ? (
+                <Paragraph variant="small" className="text-error">
+                  Something went wrong setting up your channel. Try again, or contact us.
+                </Paragraph>
+              ) : null}
+              <Button
+                type="submit"
+                name="intent"
+                value="connect"
+                variant="primary/medium"
+                disabled={isSubmitting || !canManage}
+                tooltip={
+                  canManage
+                    ? undefined
+                    : "You don't have permission to connect a Slack support channel"
+                }
+              >
+                Connect to Slack
+              </Button>
+            </Form>
+          )}
+        </MainHorizontallyCenteredContainer>
+      </PageBody>
+    </PageContainer>
+  );
+}
diff --git a/apps/webapp/app/routes/_app.orgs.$organizationSlug.settings/route.tsx b/apps/webapp/app/routes/_app.orgs.$organizationSlug.settings/route.tsx
@@ -9,16 +9,28 @@ import {
   type BuildInfo,
   OrganizationSettingsSideMenu,
 } from "~/components/navigation/OrganizationSettingsSideMenu";
+import { prisma } from "~/db.server";
 import { useOrganization } from "~/hooks/useOrganizations";
 import { rbac } from "~/services/rbac.server";
+import { getUserId } from "~/services/session.server";
 import { ssoController } from "~/services/sso.server";
+import { isSupportChannelEnabled } from "~/services/supportChannelFlag.server";
 
 const SETTINGS_ROUTE_ID = "routes/_app.orgs.$organizationSlug.settings";
 
 export const loader = async ({ request, params }: LoaderFunctionArgs) => {
-  const [isUsingPlugin, isSsoUsingPlugin] = await Promise.all([
+  const userId = await getUserId(request);
+  const organization = userId
+    ? await prisma.organization.findFirst({
+        where: { slug: params.organizationSlug ?? "", members: { some: { userId } } },
+        select: { id: true },
+      })
+    : null;
+
+  const [isUsingPlugin, isSsoUsingPlugin, supportChannelEnabled] = await Promise.all([
     rbac.isUsingPlugin(),
     ssoController.isUsingPlugin(),
+    organization ? isSupportChannelEnabled(organization.id) : Promise.resolve(false),
   ]);
   return typedjson({
     buildInfo: {
@@ -30,18 +42,21 @@ export const loader = async ({ request, params }: LoaderFunctionArgs) => {
     } satisfies BuildInfo,
     isUsingPlugin,
     isSsoUsingPlugin,
+    supportChannelEnabled,
   });
 };
 
 function SettingsChrome({
   buildInfo,
   isUsingPlugin,
   isSsoUsingPlugin,
+  supportChannelEnabled,
   children,
 }: {
   buildInfo: BuildInfo;
   isUsingPlugin: boolean;
   isSsoUsingPlugin: boolean;
+  supportChannelEnabled: boolean;
   children: ReactNode;
 }) {
   const organization = useOrganization();
@@ -54,6 +69,7 @@ function SettingsChrome({
           buildInfo={buildInfo}
           isUsingPlugin={isUsingPlugin}
           isSsoUsingPlugin={isSsoUsingPlugin}
+          supportChannelEnabled={supportChannelEnabled}
         />
         <MainBody>{children}</MainBody>
       </div>
@@ -62,13 +78,15 @@ function SettingsChrome({
 }
 
 export default function Page() {
-  const { buildInfo, isUsingPlugin, isSsoUsingPlugin } = useTypedLoaderData<typeof loader>();
+  const { buildInfo, isUsingPlugin, isSsoUsingPlugin, supportChannelEnabled } =
+    useTypedLoaderData<typeof loader>();
 
   return (
     <SettingsChrome
       buildInfo={buildInfo}
       isUsingPlugin={isUsingPlugin}
       isSsoUsingPlugin={isSsoUsingPlugin}
+      supportChannelEnabled={supportChannelEnabled}
     >
       <Outlet />
     </SettingsChrome>
@@ -81,7 +99,12 @@ export default function Page() {
 // available via useRouteLoaderData.
 export function ErrorBoundary() {
   const data = useRouteLoaderData(SETTINGS_ROUTE_ID) as
-    | { buildInfo: BuildInfo; isUsingPlugin: boolean; isSsoUsingPlugin: boolean }
+    | {
+        buildInfo: BuildInfo;
+        isUsingPlugin: boolean;
+        isSsoUsingPlugin: boolean;
+        supportChannelEnabled: boolean;
+      }
     | undefined;
 
   if (!data) {
@@ -93,6 +116,7 @@ export function ErrorBoundary() {
       buildInfo={data.buildInfo}
       isUsingPlugin={data.isUsingPlugin}
       isSsoUsingPlugin={data.isSsoUsingPlugin}
+      supportChannelEnabled={data.supportChannelEnabled}
     >
       <RouteErrorDisplay />
     </SettingsChrome>