I'm the only IT support in a mid-large company, and my coworkers often message me directly on Slack and Teams for tech issues instead of creating tickets. This makes it tough for me to manage support requests, especially after hours. I'm looking for a way to automatically respond to these DMs, letting users know their requests have been turned into tickets, and reminding them to submit proper tickets in the future. Any suggestions on how to achieve this?
1 Answer
You might not want to go for an automated response right away. Instead, you could just respond the next business day. You could say something like, 'Sorry, I was tied up with tickets, is this still an issue? Please open a ticket to get in queue.' It’s a gentler way to nudge them toward ticketing without coming off too harsh.
Haha, right? They'll be like, 'My mouse is dying, this is URGENT!' even if it’s a minor issue.