Has anyone improved their ticketing process using Slack?

Come to think of it, my workplace uses Slack for everything, even though it’s not ideal. We don’t have traditional emails here, so I made a workflow that posts a message in a private channel and tracks requests like tickets. It works, but it’s not perfect. Just to clarify, I’m not looking for suggestions to push everyone to start using email, this is just the workaround I've found.

I've been developing some Slack apps myself. My next projects include slash commands for on-call support and IT support that pull info from tools like Opsgenie and Confluence. The goal is that if the IT suggestions don’t help the user, it will create a Jira issue automatically.

I remember there was a way to connect Jira with Slack, which could be pretty handy. I wanted to explore it more, but my previous company went under, so I never got the chance.

When it comes to making Slack work for ticketing, I've noticed that having a command to launch a form helps structure the data better, making it easier to send to a webhook for your ticketing system. But keep in mind if you have compliance needs for infrastructure info, using Slack could be tricky since it’s not self-hosted, which could lead to compliance issues unexpectedly.

Honestly, I’d recommend steering clear of using Slack as a primary ticketing system. In my company, we've been trying to fit everything into Slack, but it just leads to a messy experience for everyone. Encouraging folks to submit actual tickets instead of quick chats can lead to better thought-out requests before they hit submit.

I've noticed that if Slack becomes the sole way to handle support, it can be chaotic. Often, IT loses visibility, there’s no tracking, and multiple conversations happen in parallel. Integrating with a proper ticketing system is definitely the way to go, but it needs to be done thoughtfully.