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 quicker and more consistently through collaboration.

A sample conversation discussing marketing website traffic in Slack
incident-checkout-5-12
Lisa Zhang12:52 PMSeems 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
Liza Dawson12:53 PMOn 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:
  • triage-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:
  • triage-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. Centralize customer inputs for greater context and faster solutions.

A sample conversation discussing marketing website traffic in Slack
triage-checkout
ZENDESKAPP10:55 AMNew ticket from Alex
Changed items after timeout
My cart timed out and not all of the items came back.
15 replies
👀11
ZENDESKAPP11:01 AMNew 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
Zoe Maxwell11:02 AMFlagging 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 tabs on the status of tickets without leaving Slack.

  • Talk to customers in Slack

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

  • Spot trends and check on chatter

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

Knowledge Sharing

Find answers to customers’ toughest questions

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

A sample conversation discussing marketing website traffic in Slack
support-usa
Harry Boone2:15 PMDo existing customers qualify for coupons? Customer is having trouble with them.
Arcadio Buendía2:17 PMYes, they do! There was a ticket about this a few weeks ago.
Harry Boone2:22 PMFound it! It’s a cache issue. Going to add this to #faq-coupons.
Zoe Maxwell3:15 PMWe’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.

for knowledge sharing:
  • help-center

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

  • support-usa

    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-center

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

  • support-usa

    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 clued in

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
Matt Brewer10:43 AMGreat job with the new campaign! Several new customers said they love the instructional videos. More of those, please!
Sara Parker10:45 AMThanks for the feedback, @Matt Brewer! We’ll add more videos to the roadmap.
Matt Brewer11:22 AMI am SO excited about this. A little too excited, maybe.
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