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 helpdesk software to assist users — and each other — where everyone is already working.

A sample conversation discussing marketing website traffic in Slack
help-it
Sara Parker11:35 AMI can’t log into the intranet. Keep getting this error:
Error 400
Bad Request
Steve Young11:36 AMYikes, @Sara Parker! Let me look into this.
🙌1
Zoe Maxwell11:45 AM@Steve We can reset her password and that should fix it 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.

  • triage-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.

  • triage-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%

Less email

“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 Brewer3:30 PMThanks for attending today’s IT session. Hope you enjoy your new computers! Here are the slides:
Welcome to Acme - IT314kB PDF
uploaded this file: Welcome to Acme - IT
🎉3💻2
Lee Hao3:35 PMThank you! Setting up my printers now.
Matt Brewer3:36 PMNice. 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 education:
  • onboarding-july

    Get new hires 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 work stack.

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 education:
  • onboarding-july

    Get new hires 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 work stack.

10%

Improvement in employee satisfaction

“Everyone within the company is within reach almost immediately with Slack... you can communicate very specifically and discretely or have the ability to socialize 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 center. Get visibility into technical problems and work with your team towards resolutions.

A sample conversation discussing marketing website traffic in Slack
triage-it
ZENDESKAPPNew ticket from Randall: 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
Lisa Zhang10:46 AMHmm. This has been happening a lot lately. Anyone have a good fix?
Lee Hao10:47 AMI have an idea that could work!
  • Collaborate on tickets to resolve issues faster

    Automatically post new tickets in channels. Keep tabs on ticket status and talk 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 outages — 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
Arcadio Buendía10:30 AMHeads up — conference rooms on the 5th floor are getting new AV equipment this week.
Steve Young10:35 AMAnd 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
Liza Dawson10:40 AMI am SO excited about this. A little too excited, maybe.
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-nyc

    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-nyc

    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

“Anytime 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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