This was a fun little project. Customer had issues where tickets were being submitted and the 10min SLA for first response was being missed because the team couldn’t see when new tickets were coming in without refreshing the ticketing system.

We created a script that ties into their ticket database and using a outgoing webhook sending a message to the ticket channel in Slack providing push alerts for new tickets. This decreased response time as staff were now able to see as soon as a ticket came through and if it was urgent could be actioned even faster.