Getting started with a Slack-based ticketing system can streamline support workflows and keep everything where your team already communicates. Here are key steps:
1. Pick the Right Tool.
Use one that works with Slack, such as Suptask:
- Create tickets from messages
- Have private DMs for tickets
- Collaborate in real time on Slack
- Set up automated workflows
- Track ticket info, charts, SLAs
2. Set Clear Workflows.
Define internal steps, such as:
- Who can make a ticket
- Which channels receive tickets (like #it-support)
- What’s a ticket vs. question?
- Automate ticket creation/routing if possible
3. Train Team Members.
Make sure all know:
- How to create/manage tickets
- Where to check ticket status
- Expected response time/responsibilities
- Use guides/screenshots/videos to train newcomers
4. Customize Forms and Fields to your need.
- Create custom forms to collect important info upfront, like:
- Ticket type
- Urgency
- Department involved
- This speeds up issue solving without questions back and forth.
5. Check Metrics and KPIs Regularly
Use Suptask analytics to check open and closed tickets, see technician performance, and find process issues. This helps you improve support.
- Monitor tickets and agents
- Spot slowdowns
Iterate Based on Feedback
Adapt your system:
- Listen to the team
- Change permissions/workflows
- Automate tasks
- Add new channels/types