The Ariglad Slack integration streamlines employee communication, without disrupting existing habits. It's important that HR continues to hone the image of being accessible for employees, which is why mimicking the Slack DM experience can make staff feel more comfortable. Employees can create tickets, view them in Slack and even fill out/submit forms (eg. for disability or maternity leave).
After you have created and published a form in Ariglad, it will automatically populate for employees when they click 'Start a process' as shown below. One limitation Slack does have is the ability to add attachments to a form. Therefore, if a form requires an attachment the employee will be provided with a link to fill out the form on the Ariglad platform. As soon as a form is submitted by an employee, it will be created as a ticket and they will be able to view any updates within the 'View tickets in Slack' feature.
In the same way that employee habits to communicate with HR in Slack are maintained, the same goes for email correspondence as well. If you have integrated company emails in Ariglad (My Organization -> Ticket Settings -> Incoming Email -> Add email) then those emails will automatically turn into tickets and be assigned to the right Ariglad admins. As with Slack, there are certain limitations put in place by the third party email providers, such as the ability to choose a ticket type before sending an email, filling our forms, etc.
Tickets can be created by sending emails to the configured ticket type email addresses. The below email template can be customized to have your company's logo and return address customized to an email of your choice.
When employees are offered suggested resources, they can indicate whether the resources answered their inquiry or not. If they select 'No' then the ticket is triaged to the correct agent, if they select 'Yes' then the ticket is closed. If the employee doesn't respond at all, the ticket will be automatically triaged.
Once a ticket is created via email, unless configured to be restricted in the ticket type settings, all the ticket agents in the respective ticket teams get notified. The ticket author receives an email with the automated response configured in the ticket type settings.
Anyone assigned or who has access to tickets are able to send messages to the author of the ticket. These get sent via email and forwarded to the other members involved.
