Use case
Move the helpdesk out of one admin's DMs
Everyone knows which admin answers fastest, and that person's DMs are now the company's ticket queue. Give the company @IT Help and give your admin their inbox back.
Sofía 8:56 AM
@IT Help the meeting room screen says NO SIGNAL again, all-hands in 20 minutes 🙃
↳ in thread
IT Help APP 8:58 AM
On it. Take room 2B if we're not done in ten; I booked it for you.
The queue that used to be someone's DMs
DM support scales like this: the admin who answered once gets asked twice, then forever, then goes on holiday and takes the queue with them. New joiners can't even find the queue; they ask whichever channel looks alive.
@IT Help works from any channel someone already has open. The mention arrives in #it-desk as a thread, whoever is on rotation picks it up, and the asker reads the fix in their own channel, from IT Help. People learn to ask the name instead of the person.
Photos of the broken thing
Half of IT support is a picture of a screen. Attachments relay in both directions, so the NO SIGNAL photo lands in your thread and your "plug it into this port" diagram lands back in theirs. Notes prefixed with // stay in the desk channel: "// third HDMI cable this month, ordering a spare box".
Keep the ticket system, hide it
BotFerry gives you the front door and nothing behind it: no priority dropdown, no categories, no portal to log into. That absence is why people use it. When an ask deserves a real ticket, the operator on shift files one and pastes the link into the thread. The asker never learns the form exists.
BotFerry stores no message content, so there are no reports on top of it either. Each bot's activity log answers one question, whether a message relayed, with a type, a reason, and a timestamp. If you need SLA dashboards, keep them in the ticket system behind the door.
Name it what people will guess
Nobody reads the wiki page announcing the helpdesk bot. They type @IT and see what autocompletes. Name the Slack app IT Help, add it to the office channels, and people discover it the first time they watch a screen get fixed in-thread.