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…
Posts Taggedself-serve knowledge management
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…