Anyone else's support team end up as the internal Slack help desk too?
Real question for support folks here. Half my day is customer tickets. The other half is teammates DMing me in Slack with stuff like "what's our refund policy again" or "can you check this account for me".
It's not officially my job but I'm the one who knows the answer so I get the ping. Multiply by 8 people and the context-switching is brutal.
Two things I've tried that helped a little:
A pinned canvas with the top 10 FAQs. Reduced the ping volume maybe 20%. People still ask because typing is easier than reading.
Macros, but for Slack. Saved 5 standard replies as snippets so I'm not rewriting them the 40th time.
What I'd actually want is a bot that watches the channel and drafts a reply when one of those repeat questions show up, so I just hit approve and send. Saw a writeup of someone setting that up here: https://runbear.io/use-cases/slack-auto-draft-internal-help-desk?utm_source=reddit&utm_medium=social&utm_campaign=slack-auto-draft-internal-help-desk
How are you all handling the internal helpdesk side of your support role? Or is this just my company?