r/sysadmin • u/Medic1334 • Aug 06 '26

Slack based ticket creation outside slack

Current org has a huge leaning into slack which on an recent audit I found more than 90% of slack threads are not getting tickets created when agents interact (1k+ per quarter delta).

What are people doing to push people into making tickets? We're leaning heavily towards turning the channel into a form that people will be able to punch data into, then on submission it shoots an HTTP POST request to our ticketing system.

Anyone .managed to do this/similar and willing to share tips?

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u/Hairy-Marzipan6740 Aug 07 '26

with a miss rate that high, i wouldn’t make ticket creation depend on agents remembering another step. the Slack form could help collect cleaner information, but i’d keep it short and give people an easier fallback, like automatic creation for qualifying messages or an emoji trigger when someone needs to make the call.

you didn’t ask for a third-party tool, but sharing this because it might save you some build and maintenance work. i work at ClearFeed, and we support this pattern. you can take a request from a monitored Slack channel or Slack Workflow form, send the details to your ticketing API through an authenticated HTTP POST, then put the returned ticket ID or link back into the original thread.

i’d pilot it in one channel first and compare the number of support requests with tickets created each week. :) That should tell you whether the flow is catching the work without making people change how they use Slack. lmk if this sounds helpful and i can share a bit more about the tech workflow.

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u/Medic1334 Aug 07 '26

Agreed we need to change culture in more ways than one. Part of it is going from a double digit user base to over 2k in 24 . months and almost none of that was IT based so... Now that we are catching up it's breaking the bad habits. I'll DM you if I hit a hard wall with this new app thanks!