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Use cases

Learn about how you can use Actioner workflows to extend your use cases in Slack.

Conversational ticketing for internal support cases

To manage internal requests, you can design workflows that run in Zendesk and Slack.

Creating help requests from Slack messages

When a user is having a problem and requesting help from IT team, she can open a new request by posting a Slack message to a dedicated channel. This triggers the workflow that listens events in your Slack workspace. Workflow creates a new ticket and notifies IT helpdesk team with ticket details and attaches smart buttons on the notification that agents can run to manage the ticket.

Assigning ticket and replying to requester

Through buttons attached to the notification on IT helpdesk team's channel, an agent can assign the ticket to herself and send a reply to the request. This triggers another workflow and updates the ticket created by the user looking for help and notifies her in Slack.

Requester and support agent communicating through threads

The requester can reply to the message originally posted to request help while the agent replies to the message on IT helpdesk team's channel. Every reply triggers a workflow that adds a comment to ticket and sends the reply to other thread.

Resolving issue

When issue is resolved, agent adds a checkmark emoji to Slack message. This triggers the workflow that listens emoji reactions in this channel and sets the ticket's status to closed.

Incident management use cases

To manage your incidents, you can design workflows that run in tools such as PagerDuty, Statuspage, Jira and Slack, bundling all incident-related flows together so that your teams can run them with continuity while focusing on resolving the incident.

Incident war rooms when there is a major incident

When there is a major incident in Pagerduty, such as you get a critical alarm from one of your API services, it triggers a workflow that updates your Statuspage and creates a new Slack channel and invites incident responders to track the incident, communicate and collaborate through incident lifecycle.

Sync between updates in war room and incident in PagerDuty

When the incident is updated in PagerDuty, it triggers a workflow that sends a message to room. Through buttons added to notifications in war rooms, it is also possible to update the incident in Slack. For example, when "Add responder" workflow is run in a war room, this updates the incident with the new responders and triggers a workflow that invites them to the war room.

Incident resolution

When the incident is resolved, it triggers a workflow that sends reminder notifications for publishing a postmortem and to create follow-up tasks in Jira.

Automation cases for sales teams

To close deals faster, you can design workflows that run in HubSpot and Slack.

Deal rooms for key deals

Deal rooms are super-powered Slack channels that give your team access to everything thay need to close a deal and grow an account. When a key deal -a deal over 10,000 USD per say- enters pipeline, a workflow listening events in your HubSpot account creates a deal room automatically and invites all stakeholders to this channel and posts a message with a contextual summary of the deal with attaching smart buttons to update the deal. In the deal room, everyone can quickly catch up and trigger workflows from Slack notifications. Deal rooms keep all deal information aligned and everyone aligned right in Slack.

Updating deal rooms with deal updates

When deal is updated in HubSpot, it triggers the workflow that listens "Deal property changed" event and sends the update back to deal room, keeping all stakeholders updated.

Celebrate wins and start handoff

When deal is won, it triggers the workflow that listens "Deal stage changed" events in your HubSpot account and posts a message to #sales-ops channel, including a celebration GIF. This workflow also sends another message to #handoff channel and pings the account executive and customer success manager to share handoff notes and start the next step on the playbook.