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How Obie supports internal support teams

Leading IT teams use Obie to build a self-serve support process, IT helpdesk automation and better employee experiences.

Connect integrations or build an internal knowledge base from scratch

Confluence
(Cloud & Server) Within Confluence, Obie will search the titles and content of pages, and titles of files in file lists.
Google Drive
(Standard & Team Drives) Obie will search file names, content within files (Docs, Slides, PDFs, images etc.) and even text within images.
Jira Service Desk
(Cloud & Server) Obie lets you route requests to Jira Service Desk based on missing knowledge.
Zendesk In Zendesk, Obie searches the Help Guide article titles and bodies of the articles.
Obie FAQs Build a library of FAQs directly within Obie. When searching, Obie will look at the ‘question’ and ‘answer’ portion of FAQs.
Obie Knowledge Base Use the built in knowledge base to codify processes for your team. Obie searches the title and full body of pages.
Access Knowledge in the Flow of Work  
16+ Integrations to Accelerate Support  
Obie Knowledge
Pros
  • Granular permissions (Books)
  • Sync with Slack Groups (Books)
  • Clean and robust content editor (Books)
  • Markdown support (Books)
  • Deeper indexing
  • Content previews
Cons
  • A new content system to learn
  • Less collaborative features
Best use: SOPs, policies, handbooks etc.
Integrated Knowledge
Pros
  • Zero switching cost
  • Collaborative editors (i.e. Google Drive, Confluence)
  • Unified search
  • Control access across workspace
Cons
  • We have less control over what information the API gives us to make smarter searches
Best use: wiki articles, runbooks, help guides etc.

Enable self-serve IT and helpdesk support

Reduce frequently asked questions with your new virtual agent, Obie. Automatically resolve issues by allowing Obie to suggest answers to frequently asked questions.

Issues are raised in Slack. Organizations that use Obie have the fastest self-serve ITSM workflow by embedding answers where employees work.

Jira Service Desk automation

Obie works seamlessly with the Atlassian helpdesk (Jira Service Desk). Route service tickets directly from Slack and keep their status synced behind the scenes. Adding Obie to your ITSM workflow reduces IT helpdesk SLA times and accelerates employee productivity.

  • Best and most comprehensive Jira helpdesk integration
  • Jira Service Desk ticketing system, from right in Slack
  • Automatic ticket status syncing

Gain insights to improve internal support

IT teams that adopt Obie deflect tickets and automatically resolve up to 30% of workplace issues. Obie gives you data to understand what questions your organization asks most, what your most redundant issues are and what documentation to update.

Accelerate Internal Support

Build a scalable internal support process that lasts. Reduce FAQs, enable self serve support and improve SLAs with Obie.

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This 30 minute call is designed to help us understand your challenges, and share with you ways that you can try Obie.

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Thank you for your interest!

Over the last few years, thousands of teams and organizations have used Obie to make their knowledge more accessible. What we've learnt, at least for now, is that Obie provides the most value for companies that have 50 or more employees.

Often times, we find that smaller teams within these organizations (50+), have a need for Obie. If this is you, please email sales@obie.ai to learn about the different ways you can try Obie.

Dmitriy Product Development Engineer at Veeva
“ Extremely helpful and precise - Obie is fast, reliable, easily extendable and easy to understand.
Larry Account Manager at Podium
“ I like that I can use Obie through Slack to find answers to my questions. I'm on a sales team so it is the easiest way for me to find a quick answer. I don't have to stop my call to ask someone a question, I can simply type it in to Slack and get an answer through Obie.
Sarah Client Success Manager at Podium
“ I love the quick access to information and not having to wait for a human to respond!
Louise Engineer at RaisingIT
“ The Slack integration is great for being able to ping back a quick response to someone asking a question. It has taken a lot of burden off our team as we used to get many repeated questions, and the ability for people to ask Obie for the answers directly has greatly reduced the number of questions we receive.
sales@obie.ai

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