Conversational ticketing, also known as conversational support, refers to support provided in real-time to a user by support agents or self-service bots. By treating conversations as tickets, this streamlined system helps support teams easily view and resolve all incoming requests within these platforms. What’s more, all of this is completed within collaboration platforms such as Slack and Microsoft Teams.
Conversational ticketing is becoming more common. Today, more than 65 of the total Fortune 100 firms are paying Slack for business communication, while the number of Slack users is growing by 12 million each day. In 2021, average Slack users invested a total of 10 hours on the platform per week! Meanwhile, in 2022, Microsoft Teams reached 270 million users, up from the 145 million it reported in 2021. With their global growth and prominence, providing support within these conversational platforms that are widely used in today’s remote and distributed workforce seems like the logical path forward.