We’ve created a way for IT teams to better provide real-time support inside of Slack. When enabled, employees can create tickets inside of Slack and IT teams can respond to those tickets from a private Slack channel.
Step 1) Enable the Triage Channel
We recommend creating a new private channel with your IT team members. This is where all tickets created by employees can be handled by the IT team. In this channel, invite the bot and post a message that @mention the bot and the word ‘triage’.
Step 2) Handle Tickets
An employee can create a help desk ticket in Slack by using the /support command or the reaction :key: emoji on a message. Agents can also mark any employee message with the :key:
When an employee makes a ticket, they will receive a private DM with the bot for all ticket updates. The ticket will also post to the triage channel, where your IT team will be able to send and receive updates. These two “Bubbles” will be kept in sync, but if you need to reply from Zendesk you can do that as well just like you did before this mode was enabled.