Bubble Talks by BubbleIQ

Product Updates – IT Mode for internal helpdesk teams

Fletcher RichmanFletcher Richman

IT teams are the lifeblood of a growing company. They help manage onboarding, offboarding, fixing laptops, and generally making sure that the technology at the company runs smoothly so everyone can get their jobs done.

These teams use ticketing systems such as Zendesk and ServiceCloud to manage inbound requests. With all the employees in Slack, it’s incredibly important for these ticketing tools to integrate seamlessly with Slack. That’s why our product is already used by the IT teams at SeatGeek, Paylocity, KIPP, CultureAmp, and many more.

Today, we’re excited to announce the launch of some new functionality specifically for IT teams that love Slack.

BubbleIQ IT Mode

Once IT mode is enabled, employees will create tickets the same way they always have, using the /helpdesk command. This command will either create a ticket right away, or launch a form in Slack to categorize the ticket.

Once the ticket has been created, two things happen.

  1. The employee gets a ticket in a direct message from the Helpdesk bot with their ticket details.
  2. At the same time, a ticket is created in an IT triage channel in Slack that the entire IT team can see. From there, they can assign, edit, and reply to the ticket.

When the IT agent replies in the thread, their response posts back to the direct message with the employee, along with any status updates.

And of course, everything syncs with the ticketing system.

The result is a seamless, conversational experience for the employees and the IT team, with everything synced to a ticket. To turn on IT mode, follow the steps here.

We’re excited to continue to better support IT teams at companies all over the world. If you have any feedback, please post it in the comments.