Collecting support tickets via a Telegram bot, links on the front of cards, new features of the Slack bot

Since the beginning of the year, we have added several features to make your work even more productive.

Collecting support tickets via a Telegram bot, links on the front of cards, new features of the Slack bot

Since the beginning of the year, we have added several features to make your work even more productive.

Here’s a list of the new features:

  1. Create support tickets via Telegram bot
  2. Customize the statuses that customers will receive when contacting support
  3. Attach links to the card face
  4. Write detailed comments in the “header” of the card
  5. Open links to cards in the mobile app
  6. Connect the “Group Management” option on the Standart tariff
  7. Get more information about a new task via Slack bot notifications
  8. Move cards right in the Slack bot

Create support tickets via Telegram bot

And also view current applications, add comments, receive notifications of new comments and changes in the status of applications.

How to setup

Link to instruction

Customize the statuses that customers will receive when contacting support

This setting is useful in order not to bore clients with numerous notifications about the work on their requests. This is especially relevant for teams that have many columns on the board with intermediate stages of work that customers do not need to know about.

How to setup

If you want customers to receive only confirmation of the creation of the application and notification of the status “Ready” then

  1. open the menu (the button with three stripes in the upper left corner),
  2. select “Support” → “Services”,
  3. click on the service you need,
  4. in the window that opens, select the display of the status of the application “By card’s state”

If you need notifications with the names of the columns to which the card was moved, select the display of the request status “By column name”.

Attach links to the card facade

You can now attach hot links to the card facade. To follow it, you just need to click on the link, you do not need to open the card.

How to setup

Open the card where you want to add the link.

Click on the purple button. In the menu that opens, select “Create new property”.

Come up with a name for the property and select the type “Link”.

Click “Add”.

Write detailed comments in the “header” of the card

There will be no chance for employees to miss important notes.

How to setup

Open the card. Click on the purple button. In the menu that opens, select “Create new property”.

Come up with a name for the property and select the “String” type. Do not forget to check the box next to “Multiline”. Click “Add”.

Open links to cards in the mobile app

Now links to cards and boards open inside the mobile application. Plus, we increased the speed of data download.

How to setup

On an Android phone: Click on the link and select Kaiten.

On an iOS phone, you don’t need to do anything, the links will automatically open in the Kaiten app.

Connect the “Group Management” option on the Standart tariff

The option allows you to distribute employees into groups with different access levels. With the help of groups, it is convenient to give or restrict access to information for a large number of employees at once.

For example, if you promote an employee to a department head, you can add them to the Department Heads group and grant access to all the spaces required for that position.

How to connect

Go to the menu (three stripes in the upper left corner) and select the “Billing” section. In the window that opens, check the box next to the “Manage Groups” item.

Get more information about a new task via Slack bot notifications

When you create a card through the support interface, you will receive a notification in Slack with full information about the task. You will immediately see links attached to the card, tags, task size, deadline. You can customize what kind of information you receive.

This is how a notification in Slack looks like when information about the deadline, size of the task and a comment are added to the request

How to setup

Open the menu on the left (three stripes in the upper left corner), select the “Service Desk” section.

On the page that opens, select the “Services” tab and click on the desired service.

In the service card, add the fields you need and click “Save”

If you do not have a Slack bot, then read the instructions for setting up a Slack bot.

Move cards right in the Slack bot

Stay focused on your work. Move cards inside Slack notifications.

How to setup

If you have a Slack bot configured, you don’t need to do anything.

Instructions for setting up a Slack bot

These were all the updates we made in January and February. Thank you for being with us.