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Slack workflow to consolidate information on ticket escalations

Problem Statement

  1. Ticket escalations come in all types of shapes and forms, and the information needed to jump to a decision is not always included on the escalation itself.

  2. Currently there is no way to see ticket escalation data.

Suggested solutions

Use Slack Workflows to manage support ticket escalations.

Advantages

  1. Easy to use, it is a form within Slack

image

  1. Fields can be optional or required, we decided on the information we need.

  2. Form data can be exported

  3. No code required

Workflow

The sample workflow created only asks for ticket #, customer name, plan urgency and any summary of why the escalation. My idea is to create a group ( if it doesn't exists ) @sm-oncall and have one member who is the current support manager on-call.

Having that group we can use a public response with the ticket escalation and ping it directly, removing the need to ping the whole manager team.

A basic workflow could be like this:

graph TD
  A[User starts workflow] --> B(Form triggered)
  B --> C{Form submited}
  C -->D[Manager On Call]
  C --> E[Public Post on Channel #support_managers]
  C -->F[DM to requestor with Thank for your request note]

Next steps

  • Define data we would like to collect on the form.
  • Create MRs to point to the slack workflows.

FAQ

  • How do I use it?

When you're in the channel #spt-workflow-test-channel click the action button: 1

Then select the only workflow

2

  • How can I see the sample workflow?

In the channel #spt-workflow-test-channel, at this point it only tags myself for testing purposes.

  • Can we add more steps into the workflow?

Yes

  • Can the responses in public channels, DM can be customized?

Yes

/cc @gitlab-com/support/managers

Edited by Ronnie Alfaro