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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.
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.
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.
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.
Last modified 2mo ago