Both the requester and the help desk agent will benefit from using Slack because neither of them needs to switch to a different system. With Slack, you can streamline the ticketing system at both ends. When the connection between your laptop and the screen isn’t working and you need to give an important presentation, you need help – fast. Streamline your help desk workflow and reduce your response time Another advantage is that Slack gives help desk agents an easy way to ask for more information or let the requester know that they are working on their issue by simply replying to the ticket – or even using an emoji. It feels like a conversation because there’s a person at the other end, instead of a never-ending form you need to fill out. Slack as a help desk is not that different from a phone call where you ask a colleague for help. Because it’s so easy to use, you won’t need to spend time training employees, which makes the transition much more straightforward than setting up separate systems. Help desk teams using Slack have the ability to resolve things quickly because they have access to updated knowledge at hand, reducing the time it takes to get back to the person asking for help.
SLACK SUPPORT SOFTWARE
Since bigger companies often build off existing products already used for managing software projects, they can use bots and integrations in Slack to connect to their existing software (like Jira or Zendesk, for example).Ĭonfiguring Slack as a help desk takes only a few minutes, which is particularly helpful for smaller companies that might not have existing ticketing systems in place. There are other reasons why using Slack as a help desk makes sense: It can be used by both large organizations and smaller businessesĬompanies with thousands of employees and small studios have one thing in common: they both use Slack.
On the other side of the problem, the IT team will get a queue of tickets they can organize, prioritize and resolve, instead of a chaotic flow of requests coming in from different sources. Why all that hassle when Slack can double up as a help desk software? If people already use it to talk to each other, it’s a natural gesture to use it to raise issues as well.