“Who should I email about a problem with my monitor?”
“I need that conference room for a presentation tomorrow. Did support see my message about the broken speaker?”
“The internet is really slow today. I’m sure IT is working on it. I hope IT is working on it. Wait, IT knows, right?”
Perhaps you or your co-workers ask similar questions within your organizations. Communicating technical errors can cause stress, frustration, and even chaos within the workplace.
While technicians try their best to address users’ issues, it can be difficult to keep everyone informed on everything they’d like to know. Throw in the fact that they all prefer different forms of communication, and now the task is impossible.
“Which request should I answer first?”
“Why are these emails coming to me? This should go to another department.”
Often these communication hurdles prove to be the most difficult challenges in IT support. These days, organizations are looking for more effective forms of communication to improve efficiency.
One way is real-time messaging with Slack.
For some organizations, the decision to move from email to Slack is independent of support. Many users prefer internal messaging with Slack over email in general. But ask the members of any organization that has married Slack with it’s IT support platform, and they’ll tell you it’s one of the best decisions they’ve made.
All users can participate, and they can customize the presentation and notification settings of this application. Your support solution can be fully integrated with Slack. Now, if the user has an issue, they can open a ticket simply by typing a message in the appropriate Slack channel.
“My laptop battery isn’t charging.”
That’s it. The user types it into a designated Slack channel, a ticket is submitted to support, and the process to resolve the issue begins. Even if the computer battery is dead, the user can type this into Slack on a smartphone, with the same result.
On the technician’s end, these issues reported through Slack pop up as tickets in a clean format on the support application. When the technician makes a comment, requests more information, or resolves the incident, the requester will receive a notification.
As the technology grows, imagine the possibilities to communicate. Technicians could organize and access tickets remotely through Slack on their phones. They could upload pictures and loop in someone from that area of expertise. All of this could be done without picking up the phone or flooding someone’s email inbox.
For requesters, the introduction of AI to the process could take a brief Slack message and return suggested solutions or workarounds (which would also save the technician time). In a large organization, users may not know who is supposed to receive their requests, so Slack could take that one line (My laptop battery isn’t charging), relay it to the support desk, and route the issue based on past behavior within the organization.
Technology is evolving. Your IT support solution should be intuitive, and more importantly, convenient. Why not incorporate a communication app that’s becoming more and more popular because it is intuitive and convenient? Reduce the clutter and confusion of emails and phonecalls. Give real-time messaging a try, and integrate it with a support solution like Samanage to make everyone’s lives easier.