Guide to Ticketing

Tickets are a lightweight way to assign, track, and resolve the many questions and requests your team gets in Slack. You can turn any Slack message into a ticket so that your team can track it. It's like an internal help desk that lives in your team chat.

Unlike workflows, tickets don't have to follow a rigid process. Instead, they have simple statuses like "In Progress" and "Resolved." You're free to resolve them however you need to.

Perfect for a team channel, like #ask-hr or #it-help-desk

Tickets are a perfect tool for helping manage a channel where people come to get help from your team.

These channels can be hard to manage when you have multiple team members responding to these questions. Without tickets, you have to:

  • Click into every thread to make sure you have resolved every question or request

  • Make sure to notify new on-call staff of pending issues

  • Hope you don't miss anything

With ticketing, you have a dashboard that shows every inbound message. You can assign people to each one and track whether they have been resolved.

Collect tickets from anywhere in Slack

You can turn any message in Slack into a ticket, not just the messages in your team channel. Inevitably, someone will DM you or @-mention your team somewhere in Slack.

Once converted into a ticket, these requests turn into a Slack thread in your team channel. Everything is centralized, tracked, and made visible to the full team.

How to set up ticketing

First, you'll set up an Inbox. An Inbox is a folder for related tickets, which are worked on by a set of Agents (people who have authority to assign and resolve tickets). Learn more about Inboxes.

Next, you can turn any Slack message into a ticket.

Finally, you can monitor and manage tickets in the Tickets dashboard.

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