What are Slack Tickets?

Last updated: May 17, 2024

Slack Tickets are customer facing, as opposed to Conversations which are invisible to the customer.

Here's a sample of what a Slack Ticket looks like:

Screenshot 2024-05-17 at 10.59.44 AM.png

You should enable them if you want your customers to feel like they have a more structured process for getting support as they will then know their request is tracked and has a status. Tickets will also automatically be tracked in their Customer Portal, if you have it enabled for them.

Some benefits to your team include that it:

  1. Keeps the entire conversation threaded

  2. Allows you to collect additional data from the customer

  3. Allows you to collect a CSAT score (turn on here)

    Screenshot 2024-05-17 at 11.04.55 AM.png

Instructions on how to turn on Slack Ticketing here.