The views and opinions expressed in this article are solely those of the author and Obie. We wrote this article for the purposes of evaluating these platforms, side by side, in as unbiased a form as we can be. This article is meant to be a helpful resource for organizations who…
Use Slack as a helpdesk – atSpoke, Halp and Obie
Slack is becoming the work operating system (OS) of most modern organizations. Work flows through Slack, issues flow through Slack and questions end up in, you guessed it: Slack. That being the case, IT is looking for ways to use Slack as a helpdesk. There are several flavors of the…
How to increase ticket deflection with Confluence and Obie for IT Support desks using Jira Service Desk and Slack
For companies that employ a full service IT support desk, powered by technology like Jira Service Desk and Slack, there is likely a nagging need to increase the ticket deflection ratio with self-serve strategies. Strategies that have been implemented to some degree of success might include: Investing in a comprehensive…
Turning your Confluence workspace into a robust self-service support tool
Confluence is a popular choice for many teams that are looking for a tool to centralize organizational documentation. Popularized by technical teams, Confluence is now finding a home in more teams including customer support and HR/People-ops. What is internal self-serve support? Internal self-serve support is when when employees can solve…
How IT can leverage AI for streamlined support
The average IT support ticket takes three calendar days to resolve. Bhavin Shah, CEO of Moveworks In the ITSM realm, there are recurring themes that cause frustratingly long backlogs in support queues and, as a result, increase departmental overhead costs to undesirable levels. Not surprisingly, IT department managers seek cost-saving solutions to…
Let’s talk knowledge management for startups. So not sexy, but so darn necessary.
Like I said, knowledge management is not sexy. Nobody wants to even approach the subject because it’s typically hideous and full of gaps. It’s overwhelming, daunting, scary to look at, and often discouraging. But we’re going to have a talk. The talk. Managing knowledge in a startup or a small business is…
3 Ways to Capture the Tacit Knowledge Inside Your Employee’s Head
We often think of knowledge as something that can be recorded in words, visualized and taught. This is called explicit knowledge. Explicit Knowledge: The knowledge that has been recorded and structured into an organizational knowledge asset. Others can find it, reuse it, and collaborate on the knowledge. Explicit knowledge includes…
Eight Things Google Does to Onboard their New Hires
Possibly one of the most sought-after companies to work for in the 21st century, it’s no surprise that Google has an awesome onboarding program. Google hires only the best. Their interview process is notoriously rigorous and that’s if you get past the thousands of other applicants. All of this makes…
July 2020 Changelog
While it may seem like a quiet month for Obie in wake of the Obie Browser Extension launch, we’ve been busy behind the scenes. Here’s what’s new for you in July: “Obie Suggest” Widget upgrades Obie administrators need an efficient way to see interactions their users have had with “Obie…
How to add and remove custom keyboard shortcuts and hotkeys for a Chrome Extension in 5 seconds flat
2 out of 3 people use Google Chrome browser to access the internet. Why? Because of awesome functionality like browser extension hotkeys and keyboard shortcuts, of course. While the debate around using your mouse vs. the keyboard rages on, we at Obie are firmly in the keyboard-first camp, using the…