Update support_process.md

Author: dortnum

support_process.md

@@ -8,7 +8,7 @@ We handle service requests via 3 main categories: Production down, urgent, and n
 | :-----------------------: | :---------------------------------------------------------------------------------------------: | :------------------------------------------------------------: | :-----------------------------------------------------------: |
 |         **Scope**         | Only for requests type “**Problem/Troubleshooting**” about issues affecting a lot of end-users. | For requests that are blocking work or are affecting end-users | For all normal requests that can be handled in a regular flow |
 | **Maximum response time** |                                        < 30 minutes 24/7                                        |                        1 business hour                         |          Next Business day (unless otherwise agreed)          |
-|    **Channel to use**     |                                        Escalation number                                        |         Log Github issue and use the Slack Workflow `/Skyscrapers Help` to reach us (legacy:`@help` us)  |         Log Github issue and we will get back to you          |
+|    **Channel to use**     |                                        Escalation number                                        |         Log Github issue and use the Slack Workflow `/Skyscrapers Help` or **Workflow** button in your Slack channel if you are part of the external Slack Org to reach us (legacy:`@help` us)  |         Log Github issue and we will get back to you          |
 
 ## Request types
 
@@ -30,7 +30,7 @@ We maintain multiple channels to interact with us. Each has its strengths, depen
 | Channels                        |                                                                                                                                                                                                                                                                                                                                                 |
 | ------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
 | **GitHub Issues**               | <ul> <li>Require involvement from other parts of the team like Expert or Platform</li> <li>For planning and pushing work to us. </li><li>Need further follow-up.</li><li>For all requests with a "Urgent" or "Normal" priority</li> </ul>                                                                                                       |
-| **Slack**                       | <ul> <li>Short line (day-to-day) of communication to Skyscrapers.</li> <li>Use the Slack Workflow `/Skyscrapers Help` (legacy:`@help`) to reach us as start of the support process for all Urgent requests and questions about the cooperation and processes (like requests needing special attention).</li> <li>General communication with the lead and other colleagues about Non-Urgent requests.</li> </ul> |
+| **Slack**                       | <ul> <li>Short line (day-to-day) of communication to Skyscrapers.</li> <li>Use the Slack Workflow `/Skyscrapers Help` or **Workflow** button in your Slack channel if you are part of the external Slack Org (legacy:`@help`) to reach us as start of the support process for all Urgent requests and questions about the cooperation and processes (like requests needing special attention).</li> <li>General communication with the lead and other colleagues about Non-Urgent requests.</li> </ul> |
 | **Dedicated 24/7 phone number** | For very urgent requests related to major production events requiring immediate attention, regardless of the time of day.                                                                                                                                                                                                                       |
 | **Remote status meetings**      | Determine the status of the project and to see in which way we can help you achieve your goals.                                                                                                                                                                                                                                                 |