Conversational Ticketing vs. Email Ticketing: Which is Better for IT Support? [Infographics]

What is your go-to channel for workplace communications?

The chances are that it’s Slack. The growing popularity of business chat platforms needs no introduction. Slack and Microsoft Teams report a massive hike in user acquisition in recent months, marking a paradigm shift in the way teams collaborate and communicate.

The newfound popularity of remote and hybrid workspaces contributes to innovative initiatives on collaboration platforms including conversational ticketing, self-service bots within Slack. Conversational ticketing aims to bring support where employees are at.  

What is Conversational Ticketing?

Conversational ticketing is a form of real-time support provided by a support agent to a user on communication platforms like Slack and Microsoft Teams. It enables business process compliance by keeping a record of every interaction involved in a support request.

HappyFox Assist AI is a conversational ticketing solution that converts conversations into tickets in real-time and helps companies manage their IT support within Slack. Assist AI resolves repetitive questions by fetching answers from your internal knowledge base. Besides deflecting requests, it also allows your support teams to manage and respond to incoming requests directly within Slack.

Assist AI connecting an user and a support agent

Email Ticketing vs. Ad Hoc Messaging vs. Conversational Ticketing

Email Ticketing vs. Ad Hoc Messaging vs. Conversational Ticketing

Email ticketing has many advantages. The ubiquity and familiarity of use make traditional support channels relevant even in a fast-moving world. They enable you to keep track of ticket history and aids in contextual problem-solving. They make compliance with business processes possible, which is essential to run things smoothly in your organization. Despite these, traditional channels have their limitations. When it comes to internal support, speed is a priority. When employees don’t get quick resolutions or wait longer than they should, their work comes to a halt. The drop in productivity pushes them to seek support in an ad-hoc manner, via Slack or text, where they stand a better chance of getting their concerns addressed faster.

Ad Hoc Messaging is the go-to for employees to seek support. It is instant and allows employees to explain their issues in a convenient language. No matter what, users will always go for what takes minimum effort. Hitting someone up in the Slack channel is an easy way to get things done, not to mention the relief of not having to type a whole lot of technical jargon.

Ad-hoc support leads both support agents and end-users to get bogged down with scattered message threads, undocumented approvals, and potential mistakes that can’t be traced back. It is impossible to comb through multiple screens of Slack threads to find what led to a particular incident. Managing support over messaging with no checkpoints or documentation is a recipe for potential disaster, tossing process compliance out the window. 

Enter Assist AI, a conversational ticketing solution that leverages the best of both worlds. It tracks texts as tickets, eliminating context-switching, channel-switching, and drawn-out ticket creation processes.

Assist AI eliminates the disconnect and the lack of documentation involved in ad-hoc support. It integrates seamlessly with your internal knowledge base, Slack workspace, and help desk and helps you triage incoming support tickets. Assist AI continuously learns different use cases and terminologies with each new ticket and employee interaction, thus getting better and more accurate with each passing day.  

Assist AI deflecting a common question to a knowledge base article

Takeaways

Assist AI deflects common employee queries and helps you manage your IT, HR, and Ops support within Slack. The benefits of Assist AI are manifold – 

  • Empowers your employees with self-service
  • Deflects repetitive tickets and faqs
  • Helps process compliance with audit logs
  • Tracks every interaction for future reference
  • Provides faster resolution
  • Allows employees the convenience of using text language for support
  • Improves agent productivity and employee engagement

Assist AI can transform how you operate and make team communication hassle-free in a remote or hybrid-remote workplace. Why have it any other way when you can enable employees to get support right inside Slack?

Schedule a HappyFox Assist AI demo with our product experts for a tutorial of Assist AI – Slack integration and configure the product to your business needs.