Woman standing with her laptop at a desk, collaborating with her team in Slack while fixing IT issues on other computers.

Improve IT resolution time

From wireless woes to tricky tickets, Slack is your IT toolbox.

Learn how IT teams use Slack for:

Support

Collaborate in your work order management system

Support urgent and routine issues from a central hub. Field requests directly through Slack or integrate your help desk software so you can assist users – and each other – where everyone is already working.

A sample conversation discussing marketing website traffic in Slack
help-it
Sarah Parker11:35I can’t log in to the intranet. Keep getting this error:
Error 400
Bad Request
Jagdeep Das11:36Crikey! Let me look into this, @Sarah Parker.
🙌1
Emily Anderson11:45@Steve We can reset her password and that should fix it for the short term.
🎉1
Suggested channels
What are channels?

Channels are where you can share files and messages with your teams. They can be created for every project, topic, department or whatever makes sense for your company.

for support:
  • help-it

    A dedicated space for requesting help from IT – and seeing if a question has been answered before.

  • urgent-it

    Sort out urgent issues and resolutions with IT and technical teams.

Suggested channels
What are channels?

Channels are where you can share files and messages with your teams. They can be created for every project, topic, department or whatever makes sense for your company.

for support:
  • help-it

    A dedicated space for requesting help from IT – and seeing if a question has been answered before.

  • urgent-it

    Sort out urgent issues and resolutions with IT and technical teams.

  • compensation

    Private channel for managers to discuss pay bands for prospective and current employees.

32%

Fewer emails

“Slack made us heroes in the company.”

Excerpted from IDC research, sponsored by Slack

Read report

Education

Help users help themselves

Create a central resource for learning and support materials to help workers become more proficient and solve minor but disruptive issues on their own – saving you time in the long run.

A sample conversation discussing marketing website traffic in Slack
onboarding-july
Matt Brewer15:30Thanks for attending today’s IT session. Hope you enjoy your new computers! Here are the slides:
Welcome to A1 – IT314kB PDF
uploaded this file: Welcome to A1 – IT
🎉3💻2
Paul Leung15:35Thank you! Setting up my printers now.
Matt Brewer15:36Nice one. Let us know over in #help-it if you have any questions.
Suggested channels
What are channels?

Channels are where you can share files and messages with your teams. They can be created for every project, topic, department or whatever makes sense for your company.

for onboarding:
  • onboarding-july

    Get new starters up and running faster by sharing IT information in the onboarding channel.

  • announcements-it

    In addition to announcements, you can share instructions for new and existing procedures here.

  • tutorials

    Share how-to resources relevant to your software setup.

Suggested channels
What are channels?

Channels are where you can share files and messages with your teams. They can be created for every project, topic, department or whatever makes sense for your company.

for onboarding:
  • onboarding-july

    Get new starters up and running faster by sharing IT information in the onboarding channel.

  • announcements-it

    In addition to announcements, you can share instructions for new and existing procedures here.

  • tutorials

    Share how-to resources relevant to your software setup.

10%

Improvement in employee satisfaction

“Everyone within the company is within reach almost immediately with Slack… you can communicate very specifically and discreetly or have the ability to socialise with the entire company.”

Excerpted from IDC research, sponsored by Slack,

Read report

Automation

Monitor, resolve and manage incidents faster

App integrations turn Slack into your technology control centre. Get visibility into technical problems and work with your team towards resolutions.

A sample conversation discussing marketing website traffic in Slack
urgent-it
ZENDESKAPPNew ticket from Richard: Ticket #86753
Wireless mouse won’t pair
Hi. I’m trying to connect my wireless mouse to my new work computer but it keeps connecting to someone else’s.
👀1🤔1
Elena Nowak10:46Hmm. This has been happening a lot lately. Anyone have a good fix?
Paul Leung10:47I have an idea that might work!
  • Collaborate on tickets to resolve issues faster

    Automatically post new tickets in channels. Keep an eye on ticket status and talk about resolutions without leaving Slack.

  • Put knowledge at everyone’s fingertips

    Integrate your third-party knowledge base so information is ready when you or your users need it.

  • Build your own time-saving integrations

    Move information in and out of Slack by coding your own integrations or using an automation service.

Informing

Keep everyone in the loop

Increase transparency and smooth out disruptions by announcing updates and downtime – planned or otherwise – through Slack. Set reminder alerts for planned disruptions so you can focus on completing your work successfully.

A sample conversation discussing marketing website traffic in Slack
announce-it
Will Rodrigues10:30Just to let you know, the conference rooms on the 5th floor are getting new AV equipment this week.
Jagdeep Das10:35And all of the conference rooms will be updated later this month! Here’s what you can expect:
Conference room updates314kB PDF
uploaded this file: Conference room updates
😍1
Lisa Amos10:40I’m REALLY excited about this. Probably a bit too excited.
Suggested channels
What are channels?

Channels are where you can share files and messages with your teams. They can be created for every project, topic, department or whatever makes sense for your company.

for informing:
  • announcements-it

    Broadcast announcements about updates, maintenance and anything technology-related.

  • it-ldn

    Larger companies can use location-specific channels if IT processes vary from office to office.

  • software-updates

    Announce new updates or send reminders for end user-updated software.

Suggested channels
What are channels?

Channels are where you can share files and messages with your teams. They can be created for every project, topic, department or whatever makes sense for your company.

for informing:
  • announcements-it

    Broadcast announcements about updates, maintenance and anything technology-related.

  • it-ldn

    Larger companies can use location-specific channels if IT processes vary from office to office.

  • software-updates

    Announce new updates or send reminders for end user-updated software.

23%

Fewer meetings

“Any time I’ve seen a Slack integration, I’ve turned it on. It’s provided so much value and helped us save so many extra steps in our process.”

Thomas Lawless

Senior Software Engineer at IBM

Read story

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