The main four types of ITSM tickets are incident management, problem management, change management and service request management.
First using only Slack’s Workflow Builder, then with a workflow step app for Jira action. Let’s see how Slack can handle a ticket management system. More than a messaging tool, Slack can work as a collaboration hub to integrate features from other software, such as Google Sheets, Jira or those cited above. Thanks to this handy little feature called Workflow Builder, which allows you to automate routine processes via workflows. But there’s still a first step that needs to be resolved: who to ask, where to open a ticket in the first place, and which ticket to choose from the breadth of available configured options? There’s a risk that users who need help will feel overwhelmed, and don’t know who or where or what to ask.īut what if all this could be done directly within Slack, in an organised manner, where people already talk and work together? Well, it can. Tools such as Jira Service Management, ServiceNow, and Zendesk have been adopted widely to tackle this. First stemming from IT Service Management (common asks like we need to fix a bug, the wifi isn’t working, a password must be reset, to the very specific: we must provide our sales teams with the right cables and adapters for them to demo our product at the next event), ticketing systems expanded to many other business domains, ranging from Accounting and Finance to Human Resources and Marketing.
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