Case Study: BENlabs improves Slack-based IT helpdesk efficiency with ClearFeed

BENlabs & ClearFeed - the IT Helpdesk challenge

BENlabs, a company in the digital entertainment industry, faced a significant challenge as its internal App Support Team was inundated with IT requests over Slack. The shift to Slack from email and Jira created a lack of clarity on request ownership and status, required excessive manual effort to track issues, and provided no metrics to measure team productivity. This led the company to seek a solution from ClearFeed to bring structure to their Slack-based helpdesk.

ClearFeed implemented its Slack-first ticketing system to monitor request channels, identify issues using AI, and integrate bi-directionally with Jira. This gave the team clarity on ownership through emoji actions, automated alerts for delayed responses, and drastically reduced manual effort. The solution provided ClearFeed's service metrics, giving managers clear visibility into request load, response times, and closure rates, which significantly improved the team's operational efficiency.

BENlabs

Andy Kwan

Senior Director of Infrastructure