Your customer support team lives in Slack. It’s practically their second home. They thrive on its powerful communication and collaboration functionality. But it’s convenience also has drawbacks, and it may be impacting your SLA times negatively . Slack is not a wiki It seems logical, but Slack is not designed…
Posts Taggedreducing sla times
Why Slack search isn’t enough for customer success teams
Chances are, your customer success team spends a good amount (probably a majority) of their day in the modern work operating system, Slack. The reason so many teams rely on the Slack platform for this purpose is because it is a tool that enables customer issues to be resolved faster…
3 tips to improve SLA resolution time for your JSD powered service desk
Jira Service Desk (JSD) is a very popular solution for IT service desks across many industries. Service desks that love it often echo some of the following comments: Dead simple service ticket creation Convenient people tagging Seamless integration with Confluence (and other Atlassian suite products, for that matter), which is…