As a support team that had never had a help desk before, finding time was never easy, especially as a team of one. SQZ wanted one seamless process for communicating and submitting a request to IT, along with a way to capture, store, and retrieve all of the IT request/records. Born out of a need to create a help desk and a desire to build a tracked ticketing system, they were on the hunt for an IT help desk solution that wouldn’t take up a lot of time or resources to build and manage.
SQZ Biotech is a developing cell therapy biotech company with the potential to impact patients across a wide range of diseases. Located in Waterton, Massachusetts, SQZ Biotech’s unique cell engineering platform facilitates robust, scalable delivery of materials to direct natural cell functions with minimal impact on cell health. The technology has demonstrated the potential to create cell therapies that are impossible with other approaches.
Before implementing Halp, SQZ’s IT team consisted of a team of one, Ben, that didn’t have an organized ticketing system in place. In his terms, things were “chaotic.” Ben was constantly inundated with IT request emails, Slack direct messages, and drive-by’s (“Swoop and 💩’s” as we like to call them) with no way to track and manage his work. Let alone find enough uninterrupted downtime to get actual engineering work done. In other words, handling all of these unorganized requests monopolized Ben’s time and energy away from real, important engineering work.
As a support team that had never had a help desk before, finding time was never easy, especially as a team of one. Ben wanted one seamless process for communicating and submitting a request to IT, along with a way to capture, store, and retrieve all of the IT request/records. Born out of a need to create a help desk and a desire to build a tracked ticketing system, Ben was on the hunt for a solution that wouldn’t take up a lot of time or resources to build and manage. His main drivers were that he wanted something easy to use, quick to implement, and would play nicely with Slack. Some would say that Ben wanted to have his cake and eat it too. After searching for a tool that would integrate to Slack, he was able to find Halp and quickly discovered the benefits of this all in one customizable solution. Go on, Ben, take a bite of that cake you wanted, you deserve it!
Ben had initially looked into several alternative solutions, but couldn’t find anything that worked the way he needed. He had wanted to find the time to build something himself, however, with limited resources and being the sole member of the team that manages all IT requests, he was strapped for time and manpower (and patience, let’s be honest).
When he discovered Halp, he was pleased with how easy it was to use and the power it had living on the Slack platform. After all, Slack and Halp go together like peas and carrots, even Forrest Gump knew that. Shortly after installing Halp, he set up a few custom forms, fields, and triggers that would help him map all of his ticket requests to a Slack channel, and he was up and running.
As an early adopter of Halp, it has saved me many headaches on top of increasing my uninterrupted work time by 40%.
It took SQZ only about a week to get Halp up and running, and they saw immediate effects. The biggest change came from employees. Ben saw the number of drive-bys go down drastically because people were willing to open tickets from Slack on their own because it was so easy for them to put them in (some would say it was fun too!).
The ability to react with an emoji from a direct message makes it easy to grab requests when the person forgets to submit a ticket the “right way.” Halping to reinforce the need to submit a ticket because the tools are already baked into the workspace. The biggest benefit for him is how seamlessly Halp and Slack are integrated. With the ticketing system being “part” of Slack, Ben can respond or create a ticket right away from a message and he can handle about 90% of the issues right off the bat.
The real breakthrough benefit for Ben was his ability to access tickets from anywhere he was, through the phone app. Ben said, “the biggest difference between Halp and other systems on the market is its potential for growth on the Slack platform when it comes to features and internal-facing support.” We couldn’t have said it better ourselves, which is why we didn’t, and Ben did instead. Thanks, Ben! Halp makes it easy to route tickets by leveraging Slack’s open API and ever-growing list of features that make supporting his now 80-plus person company better.
As an early adopter of Halp, Ben has been saved from many a headache. And, he was able to increase his uninterrupted work time by 40%. Once Ben curbs his addiction to AMA on Reddit, we feel confident he’ll be able to get 100% of his work done uninterrupted. #GOALS
Today SQZ and Ben are loving the way Halp has helped make life and work easier, more efficient and less stressful for them. Add Halp to your workspace today and start your 14-day trial of Halp and see how it too can increase your uninterrupted work time!
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Initially, as a team just starting to put support processes in place, sorting and managing service requests was quick and easy. A short message was all the Support team needed to process a change request or set up the company Google calendar for an employee. But as the company grows and more people come on board, you soon find yourself working through piles of tickets, sifting through company inboxes, and pinging your Support team so they can follow up on those 3-day-old issues.