Reduce overlooked customer messages and delayed responses, increase the productivity of tech support, and measure service quality - while harnessing the ease of communication on Slack
Slack, while facilitating easy communication, presents significant challenges when used as a primary customer support tool. The ease of sending messages on Slack has opened the floodgates, and users are drowning in the deluge. The platform’s accessibility and stickiness often leads to an overwhelming volume of queries from customers, creating difficulty in tracking and prioritizing requests. As a result, it often leads to overlooked messages and delayed responses.
The constant need for context switching between Slack and other systems disrupts the productivity of support teams when they have to handle a large volume of customer interactions and maintain service quality. Without proper analytics, support teams operating on Slack find themselves flying blind, unable to identify blindspots or gauge performance. The stress of managing this chaos in a tool not originally built for customer support makes every day feel like a frantic game of catch-up, with no end in sight.
The answer lies in thoughtfully integrating Slack within a dedicated customer support app, rather than identifying patchy workarounds to streamline the chaos. DevRev's Support app is one place to manage all your customer support Slack channels. With DevRev, support teams can link their Slack Connect channels, sync messages, notify teams, address customer queries, and resolve issues - without toggling between apps.
Capture customer issues effortlessly on Slack
Turn messy Slack chats into clear, trackable support tickets in the click of a button - without switching apps.
- Create a ticket with a simple
/devrev create-ticketcommand on Slack - Hover over any message in Slack and select the ⋮ (More Actions) menu to create a ticket
- Automatically generate the title and description of the ticket from the contents of the message
- Connect your ticket to parts of the product and assign severity directly from Slack
- Add attachments automatically from the Slack thread to the ticket description at the time of ticket creation
Resolve Slack tickets directly inside DevRev's Support app
All your Slack support conversations, available right in a unified inbox. With DevRev, technical support teams can tackle customer issues directly within the Support app.
- Receive messages sent on Slack directly inside a unified inbox
- Respond to Slack messages in DevRev, with replies automatically threaded in Slack.
- Use dedicated tabs for external and internal messages inside your Support app
- Threads in Slack Connect channels are synced with the
Customer messagestab of the ticket. Threads from internal/private channels are synced with the Internal discussiontab.
Stay on top of your customer tickets without leaving Slack
When customer support/success teams have access to ticket statuses directly inside Slack, they don't waste any time chasing engineers for information.
- View details of a ticket using a simple
/devrev view TKT-#command - Update tickets in the same thread where they were created on Slack
- Set up SLAs and track adherence for conversations and tickets originating from Slack
- See the list of all the open and in-progress tickets on Slack with the
/devrev ticket-digestcommand
Tailor how you serve customers on Slack
Fine-tune how tickets get created and teams get notified. Customizable settings ensure the right people get alerted at the right time, eliminating noise and enabling faster, more focused customer responses.
- Customize ticket creation forms
- Configure who can see when a ticket is created on Slack
- Define when notifications should be sent
- Notify team members when there is an @ mention, stage updates, new conversation on Slack
Turn frantic toggling between apps into smooth, productive customer service without losing Slack's quick-fire communication. No more overlooked customer requests once you integrate your channels, sync messages, and resolve issues in one place - on DevRev.
