Keep employees and fulfillers informed about their IT tickets in real time without ever
leaving their workflow. By receiving proactive updates directly in Slack, both employees and
fulfillers are kept in the loop, ensuring a smooth, transparent support experience for
everyone.
Required Editions
| Available in: Enterprise and Unlimited Editions |
Business Challenge
After an employee creates a ticket, they often lack visibility into its status, leading to
unnecessary manual effort to check for updates. Similarly, fulfillers must manually check
queues or rely on asynchronous channels like email to be aware of new assignments, which can
delay their response to critical issues and create process bottleneck.
Solution
Notifications in Slack create an effortless, two-way communication channel that solves
these problems for both employees and fulfillers.
- Employees are kept in the loop automatically. They receive real-time updates on their
tickets in the same place they communicate with their colleagues, reducing anxiety and
increasing trust in the support process.
- New work is pushed to the IT team in their primary communication tool. They are
immediately aware of new assignments and required actions without having to manually check
queues, which eliminates the lost time between ticket assignment and agent action.
- Improved communication reduces delays by instantly notifying users when IT team needs
more information or when an approval is required, which helps prevent process
bottlenecks.
