Man sitting in a chair with his laptop, solving customer issues alongside his team in Slack.

Customer help desks thrive in Slack

Exceed expectations with coordinated and collaborative customer support in Slack.

Learn how support teams use Slack for:

Resolving issues

Quickly spot and resolve customer issues

By integrating customer support tools and services, teams can manage the full issue lifecycle from Slack. See issues as they happen and resolve them more quickly and more consistently through collaboration.

A sample conversation discussing marketing website traffic in Slack
incident-checkout-5-12
Madhu Sharma12:52Seems like tickets are starting to slow down. Can someone take this one?
Zendesk
Ticket from Charlie
Checkout won’t load CC
Trying to use my saved credit card and it won’t load
1
Geeta Joshi12:53On it. Should be able to clear the rest of the backlog in the next 10 minutes.
Channel
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.

suggestions for resolving issues:
  • urgent-website

    Send new tickets to a related channel and sort out issues together.

  • incident-checkout-5-12

    Start a new channel for incidents or response-heavy releases to keep discussions on track.

Channel
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.

suggestions for resolving issues:
  • urgent-website

    Send new tickets to a related channel and sort out issues together.

  • incident-checkout-5-12

    Start a new channel for incidents or response-heavy releases to keep discussions on track.

31%

Average reduction in ticket resolution time

“We’re able to solve customer issues a lot faster.”

Andre Julien

Manager of Operations at Happy Returns

Read story

Automation

Integrate your tools for faster, easier resolutions

In Slack, the software you already use can send information to and from channels. Centralise customer inputs for greater context and faster solutions.

A sample conversation discussing marketing website traffic in Slack
triage-checkout
ZENDESKAPPNew ticket from Alex
Changed items after timeout
My basket timed out and not all of the items came back.
15 replies
👀11
ZENDESKAPPNew ticket from Alex
New ticket from Chunk
Checkout button goes to blank screen
I’ve gone through checkout twice and got a blank screen both times.
👀11
Fathima Parveen11:02Flagging the above ticket with engineering for a closer look. Last time this happened we had a small incident on our hands.
  • Put customer issues in the spotlight

    Automatically post new support tickets in channels. Keep track of the status of tickets without leaving Slack.

  • Talk to customers in Slack

    Spend less time switching apps by integrating customer messaging apps into Slack.

  • Spot trends and check on chatter

    Meet your customers wherever they are by monitoring your social media accounts. Discuss responses or funnel feedback to the right people.

Knowledge sharing

Find answers to your customers’ toughest questions

Tap into a collective knowledge base and reduce your time to resolution. Pipe in data from your favourite tools to create a shared, searchable archive of support activity. Increase the visibility of how you solve issues to help your team work faster in future.

A sample conversation discussing marketing website traffic in Slack
support-uk
Sandeep Mishra14:15Do existing customers qualify for vouchers? Customer is having trouble with them.
Karandeep Singh14:17Yes, they do! There was a ticket about this a few weeks ago.
Sandeep Mishra14:22Found it! It’s a cache issue. Going to add this to #faq-vouchers.
Fathima Parveen15:15We’ll do a larger announcement soon, but the site will be down for some maintenance next Friday evening. Putting together an action plan now.
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.

knowledge sharing:
  • help-centre

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

  • support-uk

    Discuss tricky solutions, ask burning questions and facilitate discussion with specific support groups.

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.

knowledge sharing:
  • help-centre

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

  • support-uk

    Discuss tricky solutions, ask burning questions and facilitate discussion with specific support groups.

8%

More tickets routed correctly

“With e-commerce, the store is never closed. Slack helps us get together quickly when there are issues. The ability to be always on, located in the same place and have a common touch point where data can be shared is vital to us.”

Jack Hanlon

VP Analytics, Jet.com

Read story

Collaboration

Stay connected and up to speed

With the whole company on Slack, support teams can share valuable customer feedback and insights with the right people and vice versa. Support teams that are up to date on the latest details will be better equipped to provide fast, great service.

A sample conversation discussing marketing website traffic in Slack
marketing-support
Faisal Hasan10:43Well done with the new campaign! Several new customers said they loved the instructional videos. More of those please!
Kriti Sanyal10:45Thanks for the feedback, @Faisal Hasan! We’ll add more videos to the roadmap.
Faisal Hasan14:30I’m REALLY excited about this. Probably a bit too excited.
Zendesk
Can’t find ad online
Saw an ad on TV, wanted to watch again. I tried looking for the new ad on YouTube and couldn’t find it. Where is the ad?
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 collaboration:
  • customer-feedback

    Route your feedback tools here to discuss responses and share with the appropriate departments.

  • marketing-support

    A cross-functional space for sharing knowledge and customer feedback about marketing campaigns.

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 collaboration:
  • customer-feedback

    Route your feedback tools here to discuss responses and share with the appropriate departments.

  • marketing-support

    A cross-functional space for sharing knowledge and customer feedback about marketing campaigns.

7%

More tickets resolved correctly

“I’ve had more contact with other internal teams during the first six months of using Slack than I’ve had during my prior six years at the company.”

Excerpted from IDC research, sponsored by Slack

Read report

More for customer support teams