Notification Health Check

Confusion or issues related to notifications account for the highest volume of ticket traffic within Slack. Aside from the sheer volume, these tickets are extremely time consuming for the CE team and require device-specific knowledge for unique troubleshooting steps.

Myself, and a team of three engineers designed an in-app tool to allow users to troubleshoot notification issues from their own devices. We worked with CE to document technical notes for our most common devices, and then mapped out descriptions and steps to course correct for each catalogued issue. Within a month of launching this feature, comments per ticket were down from 4.4 to 3.2. We went on to patent this technology, each earning the title of "Inventor" within the industry.