![]() On larger teams, dedicated offerings from ServiceNow, Jira or Zendesk can be tailored for enterprises that have thousands of employees staffed by larger IT teams with complex structures. They’ll be able to make requests and report new issues with minimal friction, just by sending a message or using a slash command, and a small IT team can troubleshoot and resolve those problems in their own private channels. This type of self-serve system is a quick, efficient way to make your IT help desk accessible to users in Slack. It also includes an email-based system as backup for taking new IT requests. Halp can offer up lists of unassigned and open tickets, as well as give IT team members an ongoing list of tickets they’re working on, all inside Slack. When a solution is found, the ticket can be marked as resolved either in Slack or Halp’s own web app. They can also ask for clarification in a thread, and any responses will post into DMs with the user. Your IT team can review their triage channel and claim new tickets in Slack. New requests from the form, or the contents of messages that got the emoji reaction, are instantly copied into a triage channel as a new ticket. Users can also use the /halp slash command to fill out a form with details about their issue. Emoji reactions are configurable to let anyone mark off a new ticket or can be limited to members of your IT team. ![]() In its default configuration, any IT requests made in a channel (you could create #help-it for taking new reports from employees) or in DMs to IT team members can become a help ticket by just clicking a specific emoji reaction. In just a few minutes you can set up and configure it within Slack itself, and it’s an especially great fit for small businesses that might not have existing large-scale ticket tracking systems in place. There’s a new app in Slack’s App Directory, called Halp, that’s basically a turnkey system for building a self-service IT help desk in Slack. Halp: a Slack-first turnkey system for smaller teams From there, IT teams work through issues and requests in the same kinds of queues that a support team would. Those same tickets used for solving customer issues can be used internally to track IT requests made in Slack from your own employees. It’s a similar story with Zendesk, a popular customer support ticketing platform. The IT team at Xero, a leader in cloud-based accounting software, uses Zendesk to track tickets in Slack. I need a login to our cloud file systemĪnd those can be parsed into requests with automated replies that you create using Virtual Agent scripts.ServiceNow, a cloud platform that helps teams manage their IT needs, offers a bot called Now Virtual Agent for Slack that installs in Slack and can take natural-language requests like: Systems built around tracking bugs can be tweaked to track IT help tickets, but these require some custom software development to tailor them to this purpose. Large organizations tend to build off existing products already popular for managing software projects. Popular IT help desk options at large organizations Let’s look at the options out there for companies interested in rolling this out to employees. Plus, Slack gives them an easy way to follow up when the issue is solved or they need more information to fix it. Instead of a disorganized stream of people reporting problems across different systems, they’ll get a queue of tickets they can sort, prioritize, and track the status of at any time. The ease of use in self-serve reporting also benefits the teams working to solve those same problems. Halp is one of several apps you can use to create and track tickets in Slack
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |