(2017-02-22) Don't Play Slack A Mole

Don’t Play Slack-a-Mole (Slack.com)

What we did about it

At first, my team created a ticket-based system for requests to be submitted to support teams at Q

it turns out ticketing (Issue Tracker) systems suck

First, we arrived at a partial solution by copying something that was common on other support teams at our company — a dedicated support channel in Slack for our team. People could come in and make requests to the team, and not the individual, but they could still use Slack to do so

Zapier would scan messages for a delimiter we made up ($request), and save it to our team’s task list in Asana. We also built a loop-closing notification with Zapier. When we complete $request tasks in Asana, the stakeholder gets a notification in our channel that it has been done, and by whom, so they can ask any follow up questions.


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