Many teams rely on Slack to connect with team members, ask questions, and solve issues. Even before the remote era, IT teams were dealing with flooding @ mentions across their DMs and other technical channels. Now with the add-up of virtual communications and zoom fatigue, teams find staying on top of these channels more difficult than ever. Enter conversational ticketing, adopting which can help you eliminate the chaos of support operations that arise in remote and hybrid-remote environments. With the help desk brought to Slack, you can turn the increasing influx of DMs into trackable tickets.
Find more ways in which conversational ticketing can transform the Slack experience for your support team.
1. Offer Easy Self-service
For instant collaboration and resolution, you need a powerful self-service mechanism. A conversational ticketing tool can suggest answers for repetitive questions and deflect potential tickets. The typical challenge with self-service is forcing users to leave the application they are using to a knowledge base page. But conversational ticketing can bring knowledge base into Slack, saving end-users the time spent on toggling between screens and finding the right article among hundreds of articles. With fewer tickets left to handle, support agents can provide more attention to each ticket and improve the response times.
2. Turn DMs into Tickets
Conversational ticketing enables employees to create support tickets directly from Slack. This ensures that the ticket stands out from the other messages and threads. For example, HappyFox Assist AI lets users turn a message into a ticket by adding an emoji 🎫.
They can create support requests instantly and get back to the work they were doing. All in all, adopting conversational ticketing on Slack makes support feel less like a hassle and more easy and human.
3. Maintain a Dedicated Support Portal Within Slack
Many teams in an organization such as IT, HR, and Operations have people reaching out to them for support on Slack. Companies used to handle them by creating separate channels for all teams. This made tracking the tickets extremely difficult for employees, especially if they had multiple open tickets. A conversational ticketing tool enables you to create a dedicated support portal on Slack, where employees can create new tickets, view responses, and track open tickets. By bringing everything under one roof, you can streamline and automate support operations and cut costs.
4. Monitor and Standardize Support
Sometimes you may feel that your efforts are not translating to results as they should be. You may have to comb through a ton of remarks and feedback scattered across direct messages, call notes, and emails to find useful insight. But conversational ticketing tools help you maintain support in one place, thus making getting and centralizing feedback easy. Employees can provide feedback on the automated messages they receive after ticket resolution, which gets fed into the backend for continuous learning and improvements.
With this data, you empower your teams to make data-driven decisions about your staffing requirements, resource planning, and provide the best customer experience.
5. Optimize Support Processes Through Integrations
Conversational ticketing tools essentially bring the functionality of a full-fledged help desk into Slack. Although a tool like Assist AI can provide AI-powered self-service, intelligent ticket deflection, dedicated support portal, real-time messaging, and feedback management by itself, you can expand it into a more extensive support system through integrations with Business Intelligence and Workflow Automation tools.
6. Maintain Audit Logs for Compliance
You can save all support conversations on Slack as tickets in your ticketing system. When you need any information down the line or want to trace back certain decisions, you can find them within minutes. The best part is, creating a ticket automatically ensures a complete log for future audit logs and process compliance. You don’t need to save information manually.
Take Support to the Next Level with Conversational Ticketing
If Slack is where employees spend most of their time, support should meet them where they are at. Adopt Assist AI to bring down your support costs and make employee engagement much more hassle-free and satisfactory. It is available for Microsoft Teams too! To learn more, book a one-on-one demo with our product experts.
