Hey guys,
I'm thinking about creating a Ticketing system which is completely based on Slack. Companies, such as the one where I'm working full time, already have all their Ops agents communicating through Slack anyways.
An email is getting processed and automatically posted to a Slack channel, where the Ops agent is able just to answer via email or starts the Ticketing process, can assign himself/herself (or gets assigned by his/her advisor) and get started.
A channel gets automatically created by opening a Ticket. The Ops agent sees the contact history of the author of this Ticket automatically. Any agent is able to join the channel or take over. Within those tickets an agent is able to set a reminder, categorize the ticket, logging calls about the ticket for proper contact history, making notes, answering the ticket via email using custom email templates, add attachments or discuss the ticket together - everything without leaving Slack.
I'd really appreciate any feedback on this one.
Cheers!