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Fletcher Richman

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Latest activity by Fletcher Richman
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    Fletcher Richman created an article,

    Enable and Use the BubbleIQ IT Mode

    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 pri...

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    Fletcher Richman created an article,

    How to automatically remove tickets from Slack when solved

    We know Slack can get messy, so we want to make it easy to limit the clutter of tickets in your Slack channels. You can have tickets automatically disappear from channels after they've been solved....

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    Fletcher Richman created an article,

    How to enable creating messages from DMs for agents

    Slack has very high security for direct messages. Even the owner of the group can't see direct messages between employees!  Because of this, BubbleIQ is only able to access direct messages of users...

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    Fletcher Richman created an article,

    Moving tickets between Slack channels

    One of the best things about Slack is how easy it makes collaboration across different teams and departments. When organized well, each channel is focused on specific topics to keep the whole team ...

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    Fletcher Richman created an article,

    Removing Bubbles when Solved

    It's easy for Slack to get cluttered, and we want you to help keep it as organized as possible. Once a ticket has been solved, it can be nice to remove it from that Slack channel.  To do this, go i...

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    Fletcher Richman created an article,

    How to post an Internal Note when the default is Public Response

    By default, responses in a BubbleIQ thread in Slack will post to Zendesk as a Public Response to that ticket, which will be visible to end users as well as agents.  You can still post messages as i...

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    Fletcher Richman created an article,

    How to change the emoji used to create tickets

    By default, when you install BubbleIQ it will look for the :key: emoji in Slack to create a new ticket. But you're free to use any emoji you'd like! If you want to change this to another emoji, jus...

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    Fletcher Richman created an article,

    Customize the Slack thread message

    When a new Bubble is created in Slack, the first message is auto-populated by mentioning the Slack username of the requestor of the ticket and then posting a message letting the users know that mes...

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    Fletcher Richman created an article,

    How to enable CSAT surveys in Slack

    If you're using BubbleIQ for IT or B2B customer support in Slack, your customers are able to respond to tickets directly from threads in Slack. It makes sense that they would be able to receive and...

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    Fletcher Richman created an article,

    How to run Zendesk Macros from Slack

    Once you have Zendesk tickets posting into Slack channels you can turn on other options besides the standard edit ticket field. To run Macros directly from Slack, message the BubbleIQ bot "adm...