Slack ticketing system for IT teams
In the last few years, internal communication platforms have become an integral part of doing business. Slack is used by 750,000 organizations worldwide and an active Slack user spends 9 hours per work day on the platform. Slack is being extensively used to facilitate collaboration within and across teams to share news, announcements and has become an integral part of the user's day-to-day workflows.
Coworkers are reaching out to support agents directly in Slack for their requests. This introduces some unique challenges to the support teams. These requests get lost in the fast moving chat discussions. With more and more requests flowing in from Slack, the teams starting to experience significant overhead in context switching and dealing with a lot of manual work just to stay on top of open tickets
So, does this sound like your team? Then you are definitely not alone. The answer may lie in a Slack ticketing system that brings seamless integration between the Jira and Slack to improve teams’ workflow and provide the best support experience for both support agents and coworkers.
In this blog we cover how a Slack based ticketing system works, what are the benefits of using one and how you can get started with an easy to use Slack ticketing system for your team today.
Benefits of Slack ticketing system
Quickly capture incoming requests
While coworkers are comfortable reporting issues in Slack, your team may find it overwhelming to switch between Slack and Jira for every request.
Slack ticketing allows your team to instantly capture these requests as tickets without having to leave Slack. The hassle of logging into Jira, copy pasting the request context are things of the past. You can do it all from Slack.
Easily triage incoming requests
All the requests are directed to the triage channel making sure your team is not missing anything. Here the requests can be triaged as a team and the right person can take up the task. All the agents in the triage channel can scan through the tickets and make necessary updates when they have required permissions.
Keep your team and coworkers on the same page
Once the ticket is in Slack, any further updates to the ticket are automatically synced between Jira and Slack threads, so everyone has full context. Your team can quickly respond to the customers, or view or edit fields of the ticket, without ever leaving Slack. Coworkers can get to see what is going on by quickly scanning the chat threads.
Collaborate across different teams
The Slack ticketing system comes handy when your team is troubleshooting an issue that requires assistance from other teams. People outside of support teams usually don't have access to iira. To avoid having to copy-paste tickets, or grant temporary access, why not send the tickets in Slack and allow colleagues to take a look.
With Slack ticketing, you can continue to work in the Jira, your updates and comments will show up in the Slack thread for your colleagues. Tickets in Slack help bring people from different teams together to work on the issue.
Measure and report key metrics
Now that everything is in sync between Slack and Jira, measuring key metrics is simple and can also be automated in Slack.
Troopr Slack Ticketing System
Once Jira is integrated with Slack in Troopr,
Set up a helpdesk channel where employees can post requests
Set up a triage channel where support team can work on incoming tickets
Easy ticket creation in Slack
To make ticket creation quicker, we turned to automatic messaging/ emoji action in Slack that captures conversations to Jira tickets. Now the emoji creates a trackable ticket that can be viewed and triaged to the team member without leaving Slack.
Easy triaging in Slack
Troopr streamlines the requests coming in from different channels or DM’s to a centralized Slack channel setup during configuration. Here the requests can be triaged as a team and assigned to the right person. Troopr ensures to direct all the requests (created in Jira or Slack) to the triage channel allowing your team to stay on top of the incoming requests.
Streamlines approval workflow in Slack
Some requests have additional transitions in the workflow with the approval step allowing one or more approvers to take decisions before the requests are progressed. The approvers receive notification to make a decision (approve/decline) even before the agent can proceed with the request. Troopr dynamically picks up and understands this workflow to provide the same kind of experience in Slack.
Addressing every request in Slack
Once the ticket is created, automatic two way thread synchronization between Slack and Jira is activated. The updates in the Slack thread are synced to Jira and vice versa. This allows your team as well as the requestor to stay on top of what is going on with the ticket.
Your team can scan through the updates in Slack or Jira. The ticket key in Slack takes you to the respective Jira page. Any updates to the ticket be it status, comment, or attachments in Slack are completely in sync with Jira and vice versa.
Automatic answering with knowledge base integration
Troopr deeply integrates with knowledge base platforms like Confluence to provide instant answers to the customers. Troopr pulls relevant information from existing knowledge bases to deliver it to the customer as and when required without any agent intervention. The customers can optionally choose to file the ticket if they need additional information/support involving the agents.
Measuring ticket volume and customer satisfaction in Slack
Tracking key metrics is simple in Troopr. When a new ticket is created, Troopr automatically captures the ticket volume without you having to rely on manual counting. And when the ticket is closed, Troopr automatically collects customer feedback in the form of a five star rating to understand if the support quality is Excellent, Good or Average. All these metrics are captured in easy-to-digest visualizations for the managers to take informed decisions.
Troopr Slack ticketing system enables agents to
Save time with automatic sync between Slack conversation and Jira tickets
Easily bring people from across teams into the ticket discussion in Slack
Engage with customers in Slack without copy pasting between Slack and Jira
Setup automatic answering with knowledge base integration
Easily scan through list of open tickets in Slack
Cut resolution times with approval workflows in Slack
Request customer feedback directly in the Slack conversation
Stay proactive with nudges for approaching SLA deadlines in Slack
Share ticketing insights with team in Slack
Instantly get potential answers from knowledge base
Easily file new tickets in Slack
Easily track previous tickets in Slack
Get notified about ticket updates in Slack
Submit feedback in the same Slack thread after resolution