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Super is building the future of the playstack, a technology platform powering the next generation of sports, gaming, and fan experiences. Their goal is to develop innovative digital products that enable faster brand launches, deeper partner ecosystems, and more meaningful engagement for global audiences.
https://www.super.xyz/Bucharest, Romania
Technology & Entertainment
Challenge
As Super scaled to support a large, distributed workforce, its IT team struggled to manage increasing volumes of internal support requests on Slack. Requests were scattered across channels and DMs, making it hard to track issues, assign ownership, and maintain visibility into what was pending or resolved. A previously used Slack-based tool was discontinued, and alternative solutions required employees to leave Slack, creating friction and slowing adoption.
Solution
Super implemented ClearFeed’s AI-powered Internal Helpdesk to rebuild its IT support workflows directly inside Slack. ClearFeed enabled automatic ticket creation from Slack messages, centralized all requests into a Triage Channel, and provided clear ownership and status tracking. Features like Kanban views, automated categorization, approval workflows, and internal collaboration allowed the IT team to manage high request volumes efficiently without leaving Slack.
Impact
With ClearFeed, Super transformed Slack into a structured, scalable internal support system. The IT team now manages 3,200+ tickets per month across regions, improved visibility and accountability, and reduced resolution time by 65% within six months, while continuing to work entirely inside Slack.
Super is a technology and entertainment company with commercial operations across multiple countries including Brazil, Romania, Belgium, Poland and Serbia, as well as tech and product development hubs in Spain, Croatia, UK and the Netherlands. Super’s IT team manages the organization’s entire technology backbone, ensuring employees have seamless access to systems, applications, and devices.
With over 35+ team members in IT distributed across regions and specialized functions such as tooling, integrations, and office IT, Super’s internal Support team supports 2500+ employees, playing a crucial role in keeping the organization running efficiently.
With teams spread across six countries, Slack became the primary tool of internal communication for Super. Employees reach out to the IT team directly through shared channels or DMs for everything - device issues, access requests, or software provisioning. While Slack made it easy to reach the IT team, it also led to inefficiencies in the support process:
Super’s internal IT support previously relied on a lightweight ticketing tool, Halp, that integrated with Slack. But when it was discontinued after being acquired by Atlassian, the entire workflow broke down. The replacement tool required external logins, manual user setup, and didn’t sync well with Slack.
The IT team was looking for:
Super turned to ClearFeed’s AI-powered Internal Helpdesk to rebuild their IT support workflows within Slack - from capturing requests to managing, triaging, and resolving them, all without leaving their primary communication platform.
Today, Super’s IT Support team manages all internal IT requests in Slack via ClearFeed. Requests are created directly from Slack messages, using automated workflows to assign, track, and resolve tickets efficiently.
Here are the key features driving their internal support workflow:
1. Automatic Ticket Creation from Slack Messages With ClearFeed, support requests shared in Slack channels are automatically converted into trackable tickets, without any manual intervention. Relevant context, attachments, and message history are captured instantly, ensuring every request is logged and nothing gets missed.
2. Triage Channel for Centralized VisibilityThe IT team uses Triage Channel to monitor all incoming IT tickets in one place across multiple Slack channels and email. The team can assign them, change categories, and when a ticket is resolved, it collapses which keeps the view clean and helps them focus on what’s pending or in progress. Now, the team:
3. Kanban View for Efficient Workload Management: On the ClearFeed dashboard, the Kanban view helps agents visualize workloads and priorities. Tickets can be moved between stages in seconds, giving everyone a clear picture of what’s in progress, what’s waiting, and what’s done.
4. Automated Request Categorization and Reporting: Each resolved ticket prompts agents to categorize it, building a clean dataset of recurring issues and response patterns. The team connects this data to Tableau for deeper insight into performance trends across regions.
5. Streamlined Approval Workflows for License Requests: Managing software access for new joinees earlier meant multiple manual steps - employees messaging IT team, managers approving over email, and agents tracking updates separately.
With ClearFeed’s Approval Workflow, new joinees can request software licenses directly in Slack. Approvals are automatically routed to the right manager, and once approved, both the requester and IT are notified instantly. This has centralized all license approvals, removed manual follow-ups, and kept everyone aligned in real time, speeding up onboarding and access provisioning.
6. Smarter Collaboration with Participants and Quick Replies: Agents can bring in other internal team members as Participants on specific tickets - temporarily adding them to a request for context or input. This allows the IT team to easily collaborate with departments when needed, without granting them access to all ongoing support conversations. Additionally, they also use Quick Replies for faster responses. This allows them to save and reuse common responses and maintain consistency.
7. Automations for Team Efficiency: As the company is scaling fast, automation became a natural next step. The IT team at Super has started experimenting with auto-categorization and keyword-based rules to optimize team efficiency.
ClearFeed has helped Super transform how internal IT support operates across regions, from managing unstructured Slack conversations to running a fully organized, trackable helpdesk within Slack. With all IT requests now centralized in ClearFeed, the team has seen significant improvements in visibility, accountability, and turnaround times.
ClearFeed has provided Super's global IT team with a robust, user-friendly, and Slack-centric support system that outperformed their previous solution. The team at Super is now planning to roll out ClearFeed to other internal teams as well.
If you are curious to learn how ClearFeed can streamline and enhance your internal support, contact us at support@clearfeed.ai or book a free customized product walkthrough with our support experts.
