I'm the only IT support at a medium to large company, and it's a challenge because everyone prefers to DM me with their tech issues instead of making proper tickets. This happens even during after-hours! I'm looking for a way to automate the process of creating tickets from these DMs, and I want an auto-response to let users know their requests have been logged and that they should use the ticketing system next time. Ideally, I'd like to say something like, 'Thanks for your question! Here's your ticket #. Please remember to make tickets properly next time. Have a great day!' Any suggestions or tools that could help?
5 Answers
Selenium with PowerShell could be a good option if you're into scripting. There's also a lot you can do with Slack APIs to create custom bots for ticket generation. It can get complex, but it could also really streamline things for you.
You might want to consider just waiting until the next business day to respond, saying something like, 'Hey, sorry I missed this! I was dealing with a bunch of tickets. Is this still an issue? If so, please open a ticket so we can get it into the queue.'
If you're looking for a way to set this up, you can integrate Zoho with Slack using Zoho Flow. Just be aware that it might cost to use these features. I fundamentally believe that if there's no ticket, there shouldn't be any action taken on the request; otherwise, it's a slippery slope of missing information.
I recommend ignoring DMs and only responding to tickets that are created. Initially, I resisted this approach, but it really helps focus on legitimate requests.
What ticketing system do you use? I've had success using Jira with automation from Teams chats. There could be a native plugin available in the Teams app store that can help with this.
I'm part of a larger InfoSec team, and we're using Zoho Service Desk.
But then they might say, 'My issue is URGENT!' while it's something trivial like a drained wireless mouse!