Slack is redefining internal workflows by establishing itself as the operating system of the modern workplace. As more productivity tools continue to invest in deeper and deeper integrations with the Slack platform, they solidify it’s status at the nucleus of operations. This of course, extends to knowledge management, and Slack’s…
Posts Taggedself-serve it support
Why knowledge management is a mission critical integration for the DevOps workflow
DevOps has captured the imagination of an entire generation of tech professionals with its irresistible allure and promises of hyper-efficiency and highly. But what is Devops exactly? We love the definition that Alessandro Diaferia shared in a recent blog and his Twitter account: Practically speaking, DevOps is a term that…
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 to connect Jira Service Desk to Slack to streamline your IT helpdesk
If your organization uses Jira Service Desk (JSD) or as part of your support ticket management platform and Slack to manage internal communication between employees and the IT helpdesk, Obie can streamline ticket management process by merging these workflows and giving support requestors the power to initiate ticket issuance on…
IT’s role in onboarding employees across the org and how to make it easier
Many associate the task of onboarding with HR departments and hiring managers. Sure, these groups are involved at the very early stages of vetting and assessing talent fit, but the instant that the new employee is expected to produce valued work, IT’s role takes the spotlight. The next immediate priority…
Why a knowledge base is the most important tool to reduce IT support issue time-to-resolution
Time to resolution is the measure of the average of the amount of time it takes for an IT helpdesk to resolve a client service issue, case, or ticket once it’s been opened. Sometimes called mean time to resolution (MTTR), its a very strong indicator of the effectiveness of your…
How to enable self-service IT support in a remote environment
Ignoring the shift to work-from-home during the 2020 COVID-19 pandemic, remote work has been on the rise for a long time. Between 2005 to 2017, remote working arrangements increased by 159%. Today that number is at 4.7 million (3.4% of the US population). Even with the difficulties of the pandemic,…
Accessing a company knowledge base while working remotely
The COVID-19 Coronavirus outbreak has pushed companies from around the globe into a sudden and unexpected remote-working experiment in an attempt to contain the spread of the virus. Remote work requires employees to be armed with a full stack of tools that enables them to meet their daily work goals…
Designing your support desk to maximize ticket deflection
Ticket deflection is when a customer service or IT helpdesk ticket is avoided by way of a self-serve help mechanism. This means that an employee will be able to solve their own issue without requiring the intervention of a support professional or a service ticket being created. By allowing your…
Fixing Frequently Asked Questions in Slack
A show of hands if you’ve never seen this in your Slack workspace before… Nobody? Shocking… When Slack was born, it was a watershed moment for frequently asked questions just like this. It gave them a new home and IT Managers and Support Teams rejoiced with a nice tidy new…