How Webistry Streamlines & Scales Internal Support on Slack with ClearFeed’s Internal Helpdesk

Summary

Challenge
As Webistry scaled, managing internal support requests in Slack became increasingly difficult. Support requests from multiple teams—paid media, CRO, development, and design—were scattered across Slack channels, often getting lost or delayed due to lack of ownership and visibility. Managers had to manually follow up on unresolved tickets, adding to their workload and slowing response times. Without a structured intake process, teams faced back-and-forth communication, making it harder to resolve requests efficiently.

‍Solution
Webistry implemented ClearFeed’s Internal Helpdesk for Slack to bring automation, structure, and visibility to their internal support workflows. Triage channels provided a centralized view of all requests, while automated reminders and round-robin ticket assignments eliminated the need for manual follow-ups. Custom intake forms ensured teams had the necessary details upfront, reducing delays and confusion.

‍Impact
ClearFeed enabled Webistry to scale its internal support operations while improving efficiency and collaboration across teams. By automating reminders and ticket assignments, Webistry eliminated manual follow-ups and reduced response times. Over four months, the team successfully managed 500+ support requests with greater visibility and accountability. With structured workflows, centralized request tracking, and seamless cross-team collaboration, Webistry has built a more efficient support system that allows teams to focus on delivering high-quality work without operational roadblocks.

Webistry’s client-first philosophy and commitment to operational efficiency have made them a trusted partner for businesses looking to grow their online presence.

To achieve this, Webistry has built a team structure designed for agility and collaboration. Their operations span multiple departments, including paid media, CRO, development, and conversion design, with each team playing a critical role in delivering high-quality service. 

1. CRO Team: Focuses on optimizing the user journey to maximize conversions and improve overall campaign performance.
2. Development Team: Focused on creating custom experiences online with the focus on improving the user experience and increasing conversion rates.
3. Conversion Design Team: Responsible for ad creatives and conversion-focused web design.
4. Paid Media Team: Oversees campaign builds and performance optimization.

Each team operates with clear responsibilities, ensuring accountability and smooth workflows across the organization.

Adoption of Slack for Internal Operations

As a marketing agency managing diverse client needs, Webistry’s operations are powered by a sharp focus on internal collaboration to ensure every project runs smoothly. To address this, Slack emerged as their preferred communication channel, enabling real-time collaboration and issue resolution across teams.

Why Slack?
Slack offers Webistry several advantages:

1. Fast Collaboration: Slack’s real-time communication allowed the team to coordinate quickly.
2. Ease of Access: With Slack, team members could work seamlessly across devices, maintaining productivity on the go.
3. Centralized Communication: Slack became the hub for all team interactions, ensuring everyone stays aligned.

Challenges of Scaling Internal Support on Slack

While Slack allowed greater collaboration, fast speed, and great mobile access - the company began facing challenges as it expanded.

• High volume of requests in Slack: With an increasing number of employees and Slack channels - support requests originating in Slack proliferated without clear ownership, making it difficult to track unresolved tasks and slowing response times.
  
• Limited Visibility: Teams lacked clarity on ticket statuses, requiring managers to manually follow up and ensure tasks were completed.
  
• Manual Processes: Routine tasks, like sending reminders and assigning tickets, were managed manually, adding to the workload and leaving room for error.
  
• Fragmented Workflows Across Teams: Webistry’s teams used dedicated Slack channels for development, design, marketing, and sales, but there was no unified process for handling requests. Each team managed tickets differently, leading to inconsistencies and inefficiencies in resolving issues.
  

Faced with these challenges, Webistry realized the need for a Slack-based Internal Helpdesk that could streamline support workflows, provide clear visibility into ticket statuses, and automate repetitive tasks.

Webistry initially adopted Halp (now Atlassian Assist) to streamline their support operations within Slack. However, Halp's limited feature updates and eventual shutdown led Webistry to explore alternative solutions. After evaluating multiple platforms, they discovered the perfect match in ClearFeed’s Internal Helpdesk for Slack. 

The ClearFeed Advantage

After implementing ClearFeed, Webistry has streamlined and enhanced internal support workflows, driving efficiency across teams. With 35+ employees using Slack to raise and solve support requests, ClearFeed powers the entire support flow within Slack, ensuring smooth operations and effective support management.

Key features that transformed Webistry’s Support operations:

1. Unified View of Support Requests: Before ClearFeed, tracking and prioritizing support requests in Slack was challenging, with messages often getting lost in the flow of conversations. With ClearFeed, users can easily create tickets using the ‘File a Ticket’ shortcut in Slack. These tickets are automatically routed to specific Triage Channels  for each team, providing Webistry with a centralized and organized view of all requests.

Webistry now efficiently routes support requests to 14+ different Triage Channels, enabling entire teams to collaborate seamlessly without leaving Slack.

2. Customizable Intake Forms: The ability to create detailed Intake Forms allowed Webistry to capture all necessary information upfront for each support request. They have created over 17+ Forms for different use cases ranging from design reviews to IT requests, eliminating back-and-forth communication and ensuring requests are handled with clarity and precision.

3. Automated Reminders: ClearFeed provides Automated Reminders for unresolved requests, ensuring tasks are promptly addressed without manual follow-ups. Out of the 500+ tickets processed, 93 triggered automated pending response alerts. These AI-powered alerts are tailored to a variety of custom operational conditions and are triggered before SLA breaches occur. This significantly reduces delays and improves accountability across teams.

4. Round-Robin Assignment: ClearFeed’s Round-Robin Assignment feature automatically distributes tickets among available team members. This reduces response times and ensures workloads are evenly distributed across agents.

5. Single App to Manage All Support Intake: ClearFeed simplifies support management by serving as a single interface for employees to raise requests, track updates, and manage open tickets - all within Slack. This eliminates confusion about whom to contact or where to submit requests.

6. Low-learning Curve: The Webistry team quickly adapted to the new system, reducing downtime and enabling effective platform use from the start. The seamless transition minimized disruptions and ensured teams could maintain productivity from day one.

Results

Implementing ClearFeed has delivered transformative improvements to Webistry’s operations:

1. Streamlined Operations Across Teams: ClearFeed has transformed Webistry’s internal support, replacing the manual, fragmented workflows of the past with a highly structured and automated system. Teams can now track, manage, and resolve requests with ease, leading to improved collaboration and accountability.
   
   Over a four-month period from October to January, ClearFeed efficiently managed a volume of 500+ tickets, demonstrating the system's capability to handle significant operational demands while maintaining high standards of service.
2. Faster Resolution Times: ClearFeed’s automated reminders, round-robin assignments, and centralized request management have significantly reduced response times. Support teams no longer need to manually follow up on unresolved tickets, as ClearFeed ensures every request is assigned and acted upon. This eliminates the need for management to step in, allowing teams to operate more independently while maintaining efficiency and accountability.
3. Improved Collaboration and Efficiency: With a unified support flow, cross-departmental collaboration has become more efficient. Teams can focus on their core tasks without being bogged down by inefficiencies in the support process.
   
   ‍35+ unique users have initiated ticket filings, and 18 distinct users have actively participated in ticket resolutions, cumulatively posting 2500+ responses in triage channels, facilitating comprehensive team collaboration and enhancing overall operational productivity.