Why should a helpdesk integrate with a team collaboration software?
Cross-team collaboration should not be siloed
More often than not, your support team requires the help of other teams to resolve a customer problem in its entirety. For example, refund requests will require collaboration with the finance team, a bug report will have to be forwarded to the engineering team, and so on.
In such a collaborative setup, it goes without saying that communication through a unified channel is critical. If these conversations are spread across multiple tools like email, instant messengers, and other such channels, it will only delay resolution and result in unhappy customers.
Your support team needs a more efficient way to stay connected
With more and more support teams going remote, communication becomes a critical factor in a team’s success. To make the exchange of information between teams as smooth as possible, the integration between a helpdesk and a team collaboration software becomes essential. When ticket updates from your helpdesk flow seamlessly into your team collaboration tool, it makes the entire process more efficient and helps cut down on excessive back and forth.