Request desk for IT, HR and ops in Slack
A Slack ticketing system for your team’s requests
Colleagues ask where they already are. Each request becomes a ticket with a status card, and your team works them from one triage channel. It comes with the Kipwise Agent at $10 per user a month.
We set it up with you on a 20-minute call. Free trial when you add it to Slack, no card needed.
Where requests get lost
Four lines from people who run IT, HR or ops requests, and what changes with Kipwise.
“People post in #it-help, DM the IT channel, or just message someone directly. Nothing gets tracked.”
One front doorAsk the agent in a DM and it files the request as a ticket with a number. So do the shortcuts, the ticket emoji and a channel you map to a request type.
“…half of it shows up as a DM so it gets lost and we lose context fast.”
One status cardThe requester keeps one status card in their own chat with the agent: the number, the title, the state and who holds it. It updates as the request moves.
“…it just took me out of my workflow too much to have people go to an app they never used…”
No new appPeople stay in Slack. Nobody has to learn a portal, and teammate replies arrive in the same chat.
“…some of them are confidential and we can’t risk having IT or Tech members reading it.”
Confidential requestsMark a request type confidential, for HR cases for example. Those requests never appear in a channel, and alerts about them go as private messages to the people who handle them.
In Slack
Ask in a DM, and it becomes a ticket
People ask the way they already do. There are five ways in, and each one ends in a ticket with a number.
- Tell the agent in a DM, in your own words.
- Use the New request shortcut, or the button in the agent’s App Home, and pick a request type.
- Use the Create request shortcut on any message to start from its text.
- Add the ticket emoji to any message in a channel the agent is in.
- Post in a channel you have mapped to a request type.
In a channel, only a neutral line such as “Request #42 was sent” stays. The title and details stay with the requester and your team.
I need a new laptop for Tom, who starts on Monday
Send this request to IT?
I sent your request to IT. It is request #42, and I will tell you when someone picks it up.
Sam picked up your request.
Request #42 is done. How did we do?
Sample data
What your team gets
- Triage channel
- New requests arrive as a card in one private channel, with Claim, Assign, Reply to requester and Open buttons. Notes go in the card’s thread.
- Queues and deadlines
- Each request type goes to a queue and carries first-reply and resolution targets by priority, counted in your business hours. When a request is about to miss a deadline, misses it, is escalated, or nobody has picked it up for a while, the team sees one line in that request’s thread.
- Approvals
- A request type can need an approval first. The approver gets a private card in their own chat with Approve and Reject buttons. The first press decides, and the requester is told.
- Ratings
- When a teammate marks a request done, the requester gets a 1 to 5 rating card in their own chat.
- Reports
- Ask the agent “how many requests this week, and how are we doing on deadlines?” and it sends you the numbers privately: requests opened and solved, how fast the team replied, deadlines met, ratings and how often the AI answers helped.
- App Home
- Each person sees their own requests. Your team also sees the requests waiting for them and the ones nobody holds yet.
AI answers first, when you switch it on
Off until an admin switches it on. Then it tries your team’s own pages before it files a request.
Switch
Off until you switch it on
An admin turns it on for the workspace by asking the agent. Until then every request is filed as asked.
Answer
It reads your pages as the person asking
It searches your team’s pages with that person’s own access, so it only uses pages they can open, and it names the pages it used.
Outcome
That helped, or the request is filed
“That helped” ends it. “Create request” files the request. If nothing answers, the request is filed at once and the agent says so.
A filed request is also sorted for the team: a one-line summary, and the type and queue the agent would pick, shown as a suggestion on the triage card. When a teammate marks a request done, the agent offers to save the answer as a draft page, after the usual Approve card.
Price
Comes with the Kipwise Agent
$10 per user a month, for at least 3 users, with $5 of AI credit per person and $2 per person of shared team credit every month. There is no separate desk price.
Questions
What is a Slack ticketing system?
It lets colleagues send requests to IT, HR or ops from Slack, and tracks each one as a ticket with a number, an owner and a status. With Kipwise, a request starts as a DM to the agent, a shortcut, the ticket emoji or a post in a mapped channel, and your team works the requests from one triage channel.
How do people send a request?
Five ways: ask the Kipwise Agent in a DM, use the New request shortcut or the button in the agent’s App Home, use the Create request shortcut on any message, add the ticket emoji to a message in a channel the agent is in, or post in a channel you have mapped to a request type. In a DM the agent asks “Send this request?” before it files anything.
Who can see a request?
The requester and your team. In a channel, only a neutral line such as “Request #42 was sent” appears, never the title or details. Confidential request types never appear in a channel, and alerts about them go as private messages to the people who handle them.
Can we use it as an HR help desk?
Yes. Set up request types for HR, such as leave or payroll questions, each with its own queue and approver. Mark them confidential and they stay out of the triage channel.
What does the AI do, and can I leave it off?
AI answers are off until an admin switches them on by asking the agent. When they are on, the agent first tries your team’s pages, reading them as the person asking so it only uses pages that person can open, and it names the pages it used. “That helped” ends the request. Anything else files it.
What does it cost?
It comes with the Kipwise Agent: $10 per user a month, for at least 3 users, with $5 of AI credit per person and $2 per person of shared team credit every month. One credit is $1 of AI usage, charged at cost with no markup. Add it to Slack and the free trial starts on your first message, no card needed.
How long does setup take?
A 20-minute call with us. We set up your request types and queues with you.
Can a request link to a Jira or Linear issue?
Yes. A teammate can ask the agent to link request #42 to a Linear issue or a Jira issue. After the usual Approve card, the request keeps the link and the status, and the requester sees only a line such as “the Linear issue is now Done”.