Is your business choosing to manage tickets directly through Slack? Using a ticketing system for Slack allows you to resolve customer issues without leaving your communication platform.
This piece will guide you through the best that Slack has to offer when it comes to support through internal and external tools or integrations that will not only boost but also streamline your support team operations.
Why Use a Ticketing System in Slack?
The integration of a ticketing system into Slack can result in a total transformation in the way that support teams work. When everything is in one place, no jumping between tabs and tools is required. Hence, Slack becomes an internal depot of a kind. It is not only a communication but also a problem-solving and task execution hub.
It is no longer the case of dealing with disparate systems, the teams can now:
- Generate and handle tickets in real-time, together with other agents
- Work across departments in a flow-less manner
- Find out the status of the ticket without exiting from Slack
This is not to mention that the time taken to resolve the issues has been reduced, and there is a guarantee that every support request will get attention at the expected time.
The power of Slack Connect, for example, helps to do away with the hassle of support from external partners across shared channels just in time for an organization-to-organization partnership.
Mostly valued by SLA, users who are more than 70% want to use Slack as the first of their primary contact.
1. Suptask
Suptask was made to work alongside Slack, not to be an afterthought. One can easily argue that it is the best and most native Slack ticketing system available at present.
If you and your team also need a free help desk for professionals on Slack, Suptask is the best match. It will not hinder your communication and teamwork; on the contrary, it will make them easier and more efficient. Therefore, it is the best option for your team.
Key Features:
- Make and control tickets right from your Slack channels or DMs
- Ticketing that is private and confidential e.g.: HR or finance
- Create forms for tickets and fields that align with the team’s requirements
- Responses in advance and the monitoring of the SLA
- Tickets dashboards and insights
Moreover, Suptask can integrate GitHub, GitLab, Jira Service Management, and Zendesk without hassles, making it a versatile tool suitable for both technical and support teams. Its features allow for the efficiency of AI without entangling users in the tools’ complexity.
2. Freshdesk
When Freshdesk and Slack collaborate, the client’s team will receive a quick response while staying within their communication hub. This collaboration is perfect for clients who are already using Freshdesk but want to reduce tool-hopping as well.
Key Features:
- Make and keep Freshdesk tickets updated from Slack
- Get real-time notifications on the progress of tickets
- Execute slash commands to take immediate actions on tickets
Freshdesk has powerful backend tools, but Slack provides a user-friendly interface ideal for quick and easy collaboration. Therefore, small and medium-sized businesses that are looking to increase their customer service team but also keep it simple can start with this integration, as it is a great point.
3. ClickUp
Not only is ClickUp there for project management, but it also extends very well to encompass the support functionality. The integration with Slack makes it possible to manage not only the outside requests but also to make it the main solution for the inside ones that constantly occur.
Key Features:
- After activating the Slack integration, perform all the necessary work in the ClickUp app
- While chatting, you may receive the task owner’s name and the deadline to set
- Create a shared environment for both your tasks and your team’s tasks throughout the support process
As the name suggests, ClickUp’s Slack integration is a peace-maker for the team that includes support, product, or development functions. It perfectly suits the team’s needs owing to its compatibility with the cross-functional way of working.
4. Spoke
Since it is automated and easy to use, Spoke is the best choice for organizations like HR or IT, which are meant for internal use only.
Instead of relying solely on human agents, Spoke incorporates AI and a knowledge base to provide answers without human intervention. This reduces customer support’s workload and speeds up the internal problem-solving process.
Key Features:
- With this tool, you can easily create and close your tickets from Slack
- The platform is smart enough to know who the right person for the call is, and to provide all the data to solve the issue without any extra assistance from the staff
- This is a perfect choice for repetitive internal demands
- It’s good for small businesses with an almost nonexistent or very lean and agile IT or HR department
Those who need an AI-based tool that is convenient to install and does not ask for many tasks to the administrator should give Spoke a try.
5. HubSpot Service Hub
HubSpot users can double the value of their money spent by managing sales, services, and product use all under one roof via the service Hub plus Slack integration. To track the progress of the ticket on HubSpot, the system automatically sends messages to the indicated Slack channels.
Key Features:
- Customers’ service tickets can be made visible instantly are the ones that the first answer to the enquiry can be given as quickly as possible.
- It also forces the support staff from different departments to work together on the same issue.
- It is not just a tremendous aid for sales and customer success teams working in a close partnership with their clients but rather vital to these teams.
HubSpot is additionally a well of automation tools that, being native to the system, can be a powerful means for speeding up the follow-up with the customers, tracking their issues, and ensuring that no tickets are missed.
Conclusion
Selecting a ticket system that perfectly integrates with Slack is much more than the resolution of tickets. It is about cultivating a more responsive, connected, and efficient team. By condensing your ticket process within Slack, you simplify the process, make support resolutions faster, and improve internal collaboration.
Whether you opt for the integration that is closest to the source (like Suptask) or for AI automation (such as Spoke), or you will need to take advantage of the extensibility of your existing platforms (like Freshdesk or HubSpot), one thing is sure — Slack-based ticketing is a present-day solution that perfectly responds to today’s workflow-driven teams requirements.
