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Internal Help Desk Router

Example prompt: "When someone posts a request in our #help Slack channel, work out whether it's an IT, Finance, Facilities, or HR question, open the right ticket in Jira or Notion, and reply in-thread with a ticket number and who is looking at it."

The Problem

Most companies have a single internal #help channel that catches everything from "my laptop won't connect to the VPN" to "what is the meal allowance in Berlin?" to "the printer on the second floor is jammed". Whoever is on rotation that week spends an hour each morning reading every message, deciding which team owns it, and either re-routing it or opening the right ticket by hand. The requester usually waits for a reply that just says "I'll pass this to IT" and then waits again for the real response, so the same question is read by three people before any work happens.

How GloriaMundo Solves It

We build a workflow triggered by new messages in #help. An LLM step classifies the message into one of a fixed set of categories — IT, Finance, HR, Facilities, or unclear — and produces a one-line summary of what is being asked. A conditional step routes by category: an integration step opens a Jira ticket on the IT project board for IT items, a Notion page in the Finance requests database for Finance, and so on. The same step posts a threaded reply naming the assigned team and the ticket link. A second conditional step covers the "unclear" case by escalating to the ops on-call rota instead of guessing. Glass Box preview shows the classification, the draft ticket body, and the proposed reply before anything is posted in a real run.

Example Workflow Steps

  1. Trigger (integration): Fires when a new top-level message is posted in the #help Slack channel.
  2. Step 1 (LLM): Classify the message into IT, Finance, HR, Facilities, or unclear, and produce a one-line summary.
  3. Step 2 (conditional): Route by category to the matching integration step.
  4. Step 3 (integration): Open a ticket in the right tool — Jira for IT, Notion database row for Finance and HR, a Google Sheet row for Facilities work orders.
  5. Step 4 (integration): Reply in the Slack thread with the ticket reference and the owning team.
  6. Step 5 (conditional): If the classification is "unclear", post a holding reply and DM the ops on-call instead of opening a ticket.

Integrations Used

  • Slack — receives requests and posts threaded acknowledgements
  • Jira — destination for IT requests
  • Notion — Finance and HR request databases
  • Google Sheets — Facilities work order log
  • PagerDuty — optional on-call escalation for unclear requests

Who This Is For

Operations, IT, and people-team leads at companies of 50-500 where a single shared #help channel mixes requests across functions and the morning triage falls to whoever is least busy.

Time & Cost Saved

Triage of a mixed #help channel typically takes 45-75 minutes a day across the ops and IT teams, plus the lag the requester experiences before the right person sees their message. For a 200-person company with 40-60 internal requests a day, that is 4-6 hours a week reclaimed and faster first-response times for everyone asking. The workflow uses LLM, conditional, and integration steps and costs a few credits per request triaged.