Understanding Conversational Ticketing and its Advantages to the Businesses

What is Conversational Ticketing? 

Conversational ticketing provides real-time help to users by support agents or self-service bots within collaboration platforms such as Slack and Microsoft Teams. It treats chats like tickets in these platforms, allowing your support staff to see better and handle incoming requests. It makes receiving assistance feel less like a nuisance and more like human interaction. Conversational ticketing is sometimes referred to as casual assistance, informal service, and Slack ticketing, mainly followed by IT support companies’ managed services. 

Because of the increasing prevalence of remote workplaces and communications silos, the expanding industry is still ripe for new developments. The usage of conversational ticketing is becoming increasingly popular for managed services IT support. It helps businesses to deliver real-time assistance within collaboration platforms and fill the gap between help and end-users. 

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Conversational ticketing utilizes self-service bots to record and resolve interactions as tickets inside the platforms. Let us take a closer look at the benefits of conversational ticketing, the obstacles, and best practices in this article. 

1. Bring Support to Where People Work

According to Slack, the app eliminates 32% of emails and 27% of meetings. According to millions of daily active users, Slack and Microsoft Teams are where the real work gets done. With everyone in the business accessible by text, employees find it more convenient to text an agent for immediate assistance rather than leaving the app to create a ticket in an external system. They want help fast, efficiently, and in real-time. Chat meets all these criteria, except that it is not long-term sustainable. Enabling managed services IT support via chat can devolve into a mess of untraceable conversations and demands. 

When confronted with remarkably insignificant concerns, your staff are more likely to use Slack over email or phone contact. Why not utilize Slack and Microsoft Teams for support since they make cooperation so easy? Employees prefer to connect, exchange ideas, and report concerns via these apps. By implementing conversational ticketing, chat support becomes more formal and efficient. Without the headache of inadequate paperwork, your staff and support teams may manage tickets via Slack or Microsoft Teams. Conversational ticketing systems can assist you in capturing and archiving all interactions for future reference. 

2. Bridge the Gap between Ticketing System and Collaboration Platforms

In comparison to email ticketing and ad hoc messaging, interactive ticketing combines the advantages of both. Through conversational ticketing, enterprises may accomplish real-time messaging through collaboration platforms such as Slack and Microsoft Teams while retaining the reliability, automation, and policy compliance associated with ticketing systems. 

Why is speed critical? Any lapse in internal assistance results in a work halt. Internal support requires a higher level of responsiveness than email ticketing can provide. Maximum productivity is the consequence of managed services; IT support avoiding continual interruptions and providing late support, which is why internal support should prioritize speed. 

3. Break Communication Silos

Remote and hybrid workforces necessitate ongoing collaboration in the workforce. Collaboration apps assist people in overcoming feelings of isolation and having a better idea of what’s occurring within the company. An additional feature of this managed services IT support provider is to allow media management to host many channels and integrate third-party apps like calendars. 

But as new technologies and services become available, your staff will face more technological problems — some insignificant, some critical. This is tiresome and time-consuming when the user must exit the program every time they seek to support. Traditional ticketing systems are compared to ad-hoc messaging using conversational ticketing technologies that monitor ad-hoc messages as tickets. Slack and Microsoft Teams integration allows team members to send messages with an emoji to create tickets right from the app. 

4. Reduce Ticket Resolution Time

By implementing conversational ticketing on Slack or Microsoft Teams, businesses may leverage AI-powered bots to answer repetitious inquiries and deflect tickets automatically. Employees are no longer required to submit a support ticket and expect to be contacted as IT-managed services support can cover that. They can submit a ticket to managed IT support company using a simple Slack message and receive prompt resolutions. Additionally, in conversational ticketing, all agents and workers communicate using the same collaboration tool throughout the support process. Your employees may obtain immediate assistance without having to leave home, avoiding the time and context loss associated with switching apps. This accelerates, resolves, and reduces reaction time. 

5. Provide 24×7 Internal Support

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Personal and human assistance channels have better satisfaction scores. However, bots can give real-time help 24 hours a day, seven days a week — a capability that human assistance sometimes lacks. Additionally, managed services IT support redirect repetitive assistance inquiries that do not require human intervention. When bots are unable to deflect the ticket, they escalate it to an agent. This allows agents to focus on higher-value activities. 

 

Conversational ticketing combines the customization inherent in human service with the real-time nature of chatbots. Automating ticketing procedures simplifies assistance for both agents and staff. 

By integrating conversational ticketing into Slack and Microsoft Teams, you can manage your ITSM, HR, and operations support. Make internal support a breeze for your staff by implementing self-service, reducing ticket volume, increasing productivity, and increasing employee engagement. 

Conversational ticketing technologies, such as expandFORCE Assist AI, deflect routine tickets and empower agents to manage challenging ones. With advanced artificial intelligence and self-learning characteristics, Assist AI learns from each employee encounter and continuously improves inaccuracy.

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