This article was originally published as a guest post written by Chris Buttenham in TechCrunch on March 2, 2021. Well before the COVID-19 pandemic forced organizations across the globe to shutter the office environment that most of us are familiar with, there was a paradigm shift happening within the modern…
Posts Taggedslack support desk
Why isn’t my self-service IT helpdesk platform working?
So you’re invested significant resources into a self-serve IT support platform so that it can run on autopilot for the lowest value tasks, but it isn’t working. You have bought a brand new wiki/knowledge base solution like Confluence, but for whatever reason it is underutilized. The same thing happened when…
Are you using Slack to store, search-for and access knowledge?
With Slack becoming a big part of the communication and collaboration toolset of many modern organizations, it often gets misused. Much like how email became a repository for historical knowledge, Slack has followed suit – for better or for worse (we say worse ). If you are intentionally (or unintentionally)…
Where are the wrong places where most frequent support questions asked? Your knowledge base, Slack or elsewhere?
Depending on the organizational adoption rate of your knowledge base software, support queries might be asked in a few different channels. If you have built a documentation-first culture, support seekers might always “ask” their knowledge base for the appropriate documentation before seeking support elsewhere. If adoption rates are less than…
How startups achieve hockey stick growth with better communication and collaboration in Slack
Startups need every advantage they can gain if they want to achieve exponential growth depicted in pitch deck charts by the iconic shape of the most important piece of equipment for Canada’s favorite pass-time, the hockey stick. There are a lot of things that a startup needs to get right…
Why self-serve support and Slack go hand-in-hand
Companies that depend on a centralized body of knowledge to propel productivity know that you can build a robust, comprehensive, validated and accurate body of knowledge to power self-serve support, but if you don’t make it easy to access where people work, it will collect dust. For this reason, knowledge…
Accelerate DevOps issue management by connecting Slack, Confluence and Jira Software with Obie
It is now common practice to have Slack powering communication and collaboration for DevOps teams that are seeking faster iteration and continuity in their workflows. Bringing access to team knowledge to that Slack-centric workflow decreases distractions and increases productivity by enabling self-serve support directly within the channel where work happens.…
How to accelerate DevOps teams by bringing knowledge to Slack
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…
Use Slack as a helpdesk – atSpoke, Halp and Obie
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 blog is meant to be a helpful resource for organizations who…
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,…