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通过分流频道快速确定任务的优先级
如果你的角色要求你分出轻重缓急并及时响应请求,那么你就会知道跟踪意外出现的问题是多么困难。从客户支持票证到账单查询,我们将向你展示如何使用 频道有效整理传入的任务。✅
优势
通过提高可见度明确所有权
减少花在分配职责和更新外部问题跟踪程序上的时间。
为过往请求及其处理方式创建可搜索历史
小窍门: 设置好分类频道之后,你可以使用 Slack 列表 来帮助确定请求的优先级。请通过我们关于收集和分类请求 的教程了解更多信息。
步骤 1:创建 #分流频道
使用 #分流- 前缀创建公共频道并指定其功能。例如,对有关发票和付款的问题使用 #分流-账单。前缀向所有人员发出信号,表示该频道将用于对该主题的传入消息进行分类和优先级排序。 将此频道设置为公共频道,让你的整个工作区都能查看哪些问题尚待解决、哪些问题已经解决。
步骤 2:共享准则
设定对频道使用方式的预期很重要。创建画板 ,向成员说明你希望他们如何提出请求和报告问题。以下是有关这些准则的一些建议:
使用表情符号来代表优先级。 选择一组表情,以此来分类对消息的处理速度。 🔴 :red_circle: 表情代表此问题很紧急。 🔵 :blue_circle: 表情代表一个问题或难题。 ⚪️ :white_circle: 表情代表这是反馈意见。
包括一个简短说明。 概述成员需要在其请求中包括的信息。
通过回复 分配和申领任务。选择 表情回复 ,告诉其他人员正在进行的工作以及由谁进行。 👀 :eyes: 表情回复表示“我正在为你查看”。 ✅ :white_check_mark: 表情回复表示“我已经解决了这个问题”。
在消息列中跟进。 让正在处理请求的人员明确,如果问题需要其他意见、修订或批准,他们应该在消息列中留下评论。
小窍门: 将准则钉选 到分类频道,或者将它们添加到频道画板 以让所有人看到!
步骤 3:使用应用和工作流程
如果分流频道的操作很多,开发人员可以构建一个机器人 ,该机器人在每日预设时间扫描该频道,查找对消息的特定表情回复。这将帮助你的团队跟踪所有未解决的问题。
你还可以创建工作流程 以在分类频道中使用,并对其进行自定义来自动进行回复。如果你在工作流程中添加连接器步骤 ,你可以将分类请求连接到外部工具。
步骤 4:选择分流队长(可选)
如果需要,在某些情况下,指派一个人员监视频道并在设定时间段内确保分流顺利运行,非常有益——这个人员就是分流队长。👩✈️
分流队长负责确保所有传入消息都得到足够的关注。当涉及到问题的优先级和是否需要外包求助时,他们还会帮助做出艰难的判断。结束轮班后,他们可以将控制权交给下一个轮值人员。
更新频道主题 ,让所有人知道具体时、日、周或月的当值人员。我们建议定期轮换队长,以防倦怠。
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