Workflow: Basecamp3, Freshdesk & Slack

Workflow which suits best for B2B Projects with the aim to Be more Efficient and Productive with Small Team.

A. Basecamp3 & Slack Integration:

Client communication Started and reach at the point of formalization (Project locked or not that is different scenario). Client communication reached at the point to start with for example demo; this required work from the internal team.

  • Project creation in Basecamp3 and for the same Chanel will be created in Slack.
  • Assign task to the internal team related to the same Project.
  • Invite Members at client side in the Slack channel, who are going to be the part of the discussion.
  • As the Project is created in Basecamp3; assign tasks to internal Team accordingly.
  • The idea is from very first day be one page with Team at client side and as well as internal Team.

B. Freshdesk & Basecamp3 Integration

Project Started, so as the support will be started. That will be taken care by Customer Support Team. As the Ticket Raised in Freshdesk; to-do will be created in Basecamp3 under the defined Project (In this case separate project has been created in Basecamp3 for Support Desk). Internal Team Members does not require to be on Freshdesk, cost for the extra user license can be saved and the communication can be only done by support team.

Task/To-Do created in Basecamp3 by Freshdesk then can be assigned to appropriate team member and rest of the task which are closed in Freshdesk can be mark as completed in basecamp3 by the customer Support Team member who will be working on the same ticket/resolving the same ticket. This seems hectic for the support team member to first close the ticket in Freshdesk and then complete the task in basecamp3; but this won’t take much time and effort to do so, as the Ticket Id is available in the to do name and when it’s done simultaneously and on daily basis, this won’t pile up.

Idea of creating this bridge is to make internal team focused at one place where they have to report or work; by this there is less chance of having the answers like this ‘I haven’t seen there’, ‘I haven’t seen the email’ etc. They have the focus on work and they have only one place to report or update things.

Less Distraction, More Focused

3. Slack & Freshdesk Integration

Once the project has been Started all the issues are being reported through Support Desk, in this case Freshdesk. But sometimes there are issues which can be Reported by Client team which are in decisive state and that should be taken as high priority, so these points should be moved to fresh desk for the resolution at once with high priority. As there is integration already available between Freshdesk and basecamp3; once ticket is being created through slack channel. to do will be also created. This provide the visibility to solve the issue at both level whether it requires the intervention of internal team or not.