Shared Studios’ Globally-Distributed Team Relies On Halp To Manage Their Interactive Tech Spaces Around The World. When searching for a solution, Shared Studios looked for an IT ticketing platform that would bridge language barriers and help them solve technical problems quickly and efficiently across their global teams. Their team needed a way to support each Portal in every country through a simple, easy-to-use and lightweight tool that would work well within Slack, their team’s collaboration platform.
Headquartered in Brooklyn, NY, Shared Studios is a global social-impact enterprise that merges art, design, and technology through its immersive technology experiences. Shared Studios creates physical spaces called “Portals” around the world equipped with immersive audiovisual technology, acting as “an Internet you can walk through.” When you enter a Shared Studios “Portal,” you come face-to-face with someone else in a distant Portal, and experience them live and full-body--as if in the same room. By connecting people around the world through Portals, Shared Studios has opened up a new world of cross-cultural communication.
On any given day, Shared Studios supports 40-50 active Portals located in 25 different countries, each equipped with a suite of off-the-shelf and custom audio-visual technology. The combination of hardware, software, and a life-sized, floor-to-ceiling projection screen gives participants the feeling of being in the same room, despite being separated by vast distance.
With that many active Portals located all over the world featuring complex, interconnected physical and technology components, it’s no surprise that Shared Studios needed a system for quickly identifying and addressing technical issues. When searching for a solution, Shared Studios looked for an IT ticketing platform that would bridge language barriers and help them solve technology problems quickly and efficiently across their global teams. Their team needed a way to support each Portal in every country through a simple, easy-to-use and lightweight tool that would work well within Slack, their team’s collaboration platform.
“Right away we knew that Halp was the best solution for us,” said Shared Studios CEO Luke Baker. “Our team loves how easily we can create and resolve tickets right in Slack.”
“Our team loves how easily we can create and resolve tickets right in Slack.” - Luke Baker, CEO of Shared Studios
Shared Studios’ team relies on Slack for communication, especially because of its mobile capabilities, as approximately 70-80% of their team doesn’t have regular access to a laptop.
Since the Shared Studios team is made up of a diverse group of people from all over the world, all of whom speak different languages, they required a solution that was Slack-first in order to reduce friction caused by introducing new systems and workflows.
In the process of exploring solutions, Shared Studios tested a few other ticketing tools that were laden with expensive, heavy features that they didn’t need.
“We tried many options, and Halp was the only and best ticketing solution for how we work in Slack,” said Baker.
Halp’s intuitive, easy-to-use functionality with built-in two-way Slack integration immediately stood out to the Shared Studios team, as it fit easily within their existing workflows.
Baker also appreciated that Halp takes advantage of Slack’s emoji reaction system (also known as “reacjis”), as their team often used reacjis to communicate.
“Reacjis are super simple to understand and use,” said Baker, “Since we were already using reacji’s to converse with one another, no new process was required.”
Emoji can often be understood across languages and have become a universal language of the world because everyone can understand what a ticket 🎫 or book 📖 means.
As a self-funded social impact organization, Shared Studios runs lean, and looks for tools that enable them to operate more efficiently. With Halp Answers, Shared Studio gained the ability for someone to write an answer and then hit the book 📖 reacji in order to save it for later use. According to Baker, this functionality is a big time-saver for their team, eliminating the previous need for cumbersome workflows. Halp Answers provided Shared Studios with a seamless, more efficient way to add an answer to a library and save it for future use.
Before Halp, Shared Studies relied on a busy #tech-support channel in Slack to surface issues. This meant that team members from all over the world dropped in messages in that channel without any system to capture or take action on the messages, which resulted in many things falling through the cracks amidst the noise. Shared Studios needed a way to systematize these requests in order to reduce any missed or lost messages.
“It was a chaotic mess before Halp,” said Baker. “The channel would erupt in conversation and while most requests would get picked up, inevitably some were missed.”
Shared Studios previously also lacked analytics to understand what was most commonly causing issues. With Halp, they gained historical insights that would enable them to work smarter, not harder.
“Halp’s functionality provided an opportunity to funnel all of the requests to one place and a system where tickets are open until they are closed.” - Baker
Being able to search through history in Slack has really helped Shared Studios team get a handle on their requests. Now, Shared Studies can look at the number of open tickets and the patterns they are seeing, and better understand what isn’t getting fixed and how they can improve things not only for individual issues but to proactively address any broader patterns.
“The impact of halp has been amazing,” said Baker. Thanks to Halp, Shard Studios’ level of responsiveness to their team around the world is now much higher. In the first 180 days the team had an average response time of 3.81 minutes with the longest response time being over 8 minutes. Fast forward to the past 30 days they had an average time of 1 minute with the longest response time of only 2 minutes. That’s a 400% improvement in only 3 months.
Using Halp Answers, which enabled them to build a library of canned responses, the Shared Studios team works more efficiently while supporting people all around the world very quickly. They have also been able to identify the drivers and demand for issues around the world so people aren’t getting stuck in the first place.
“Things aren’t slipping through the cracks anymore,” said Baker. “It’s been a huge benefit to our team to use Halp.” - Baker
Shared Studios™ is a multidisciplinary art, design and technology collective building an Internet you can walk through. Headquartered in Brooklyn, NY with offices around the globe, Shared Studios operates “Portals” connecting people across the globe in 25 countries across hundreds of cities. Shared Studios exists to create meaningful human connections between people separated by distance and difference, bringing communities together in immersive spaces to talk, dance, play, and collaborate as if in the same room. Learn more at SharedStudios.com.
Learn more about how Halp supports nonprofits and social nonprofits by reaching out to email@example.com.
On days when your inbox looks more like maelstrom than a mailbox, it can be difficult to know where to dive in. Agents get overwhelmed looking at a wall of tickets that all look equally important. Instead of tacking tickets one at a time, they click between tabs and don’t know where to start.