AI for IT Support: Tools for Slack Ticketing

IT support teams are juggling more tickets, channels, and expectations than ever. With complex systems and high user demands, staying efficient isn’t easy. Using AI-powered features that are integrated directly into Slack speeds up ticket creation time, summarizes emails instantly, and supports users in any language. The result? A leaner, smarter support operation that saves time and boosts satisfaction.

This blog explores the benefits of Conclude’s AI features for managing tickets and issues in Slack. Best for busy tech teams, and especially for IT help desk and support tickets.

Looking for an IT support solution? Learn more about using Conclude Apps in Slack.

Creating and Organizing Tickets in Slack

Slack serves as a centralized communication hub, enabling real-time collaboration and easy information sharing between teams. Using a dedicated email address connected to the main #support, #incidents, or #issues channels, IT help desk and support teams can easily open support tickets (issues, incidents, or activities) in a new Slack channel.

This ensures a structured and organized approach to handling queries and eliminates the need for scattered email threads where details can get lost.

AI-Driven Email Summarization in Slack

Conclude’s Email Summarization feature leverages AI algorithms to provide concise summaries of customer emails. When a support-related email is sent to a dedicated email address connected to your workspace, Conclude’s AI integration can analyze the content and generate a brief, easy-to-read summary.

This capability is particularly useful for busy IT help desk personnel, who can quickly grasp the key points of an email without reading the entire message – saving valuable time.

How Email Summarization Works

• When an email is sent to a specified address which is connected to Slack, the AI integration automatically processes the email’s content
• The algorithm identifies the most relevant and essential information from the email and generates a summary (short, medium or long)
• The summary of the key issues automatically populates the description field of the ticket, which is automatically opened in Slack
• The original email is always available for reference and each ticket has its own dedicated activity channel

Learn how to customize these settings from the Conclude Dashboard in this video.

Seamless Multilingual Support with Email Translation

Support Teams often encounter language barriers while assisting customers. Conclude’s AI-powered Email Translation feature bridges this gap by providing real-time language translation for emails and messages in up to 60 languages, reducing the need for toggling between language translation apps.

How Email Translation Works

• When a support request or email is received, the AI detects the language used in the content
• The AI translates the email into the preferred languages, as set by the support team channel and posts this to Slack
• The translated version of the email appears in the newly opened Slack activity channel, allowing the support personnel to see the customer’s query and respond
• Support teams can always see the original email and respond in their preferred language, which is then translated into that of the customer, without leaving Slack

Learn how to translate and respond to emails in Slack in this video.

What Does the Future Hold?

Conclude has already introduced two powerful AI features that help support teams reduce response and resolution times. Email Summarization allows faster comprehension of long messages, while Email Translation makes multilingual support seamless and scalable.

Looking ahead, Conclude is working on additional AI capabilities for help desk and support teams, including features to automatically categorize and prioritize tickets based on content, urgency, or customer importance. This will help to ensure that critical issues are promptly addressed, leading to faster response times and increased customer satisfaction.

Ready to get started? Conclude is free for 14 days. Book a demo or sign up here.

This blog was first published on August 8, 2023 and updated in April 2025.