Yotpo's Transition to Enjo for Seamless Support Automation

Yotpo's Transition to Enjo for Seamless Support Automation

Objective

• Replace Halp Support: Yotpo needed to transition away from Halp, for multiple reasons mainly for better customization and support.
• Implement Robust Jira Slack Integration: Establish a seamless integration between Jira and Slack to support their DevOps teams handling second-level support.
• Quick Deployment Without Disruption: Deploy the new support solution across more than 40 Slack channels within a strict two-week timeline, ensuring uninterrupted ongoing operations.

Challenge

Yotpo faced a critical situation when its existing support tool, Halp, had to be replaced as soon as possible. They had to find a solution to replace Halp as the DevOps team heavily relied on it. 

The primary challenge was finding a robust alternative that could be implemented swiftly—within two weeks—to avoid any disruption to their operations. Yotpo operated across more than 40 Slack channels, each serving different teams and functions. They needed a solution that could integrate effortlessly with Slack, maintaining their preferred use of emoji actions to streamline ticket creation and management.

Additionally, the new system had to support their DevOps teams' second-level support tasks, ensuring that complex issues were handled efficiently without compromising on response times or service quality. The urgency of the situation left Yotpo with little margin for any errors, as any delays or disruptions could impact their customer satisfaction and internal workflows.

By addressing these challenges, Yotpo aimed to not only replace their existing support tool but also improve their support infrastructure, ensuring scalability and reliability for future growth.

Our Approach

To help Yotpo navigate this urgent transition, we implemented Enjo’s Ticketing prowess for Jira software with a focused and agile approach:

• Implementation of Enjo Ticketing for Jira: We introduced our robust ticketing system integrated seamlessly with Jira, ensuring that all support requests were efficiently managed within Yotpo’s existing workflow.
• Technical Integration with Slack: Our solution connected Slack with Jira, enabling automated ticket creation through emoji actions. This preserved Yotpo's preferred method of handling support requests without disrupting their current processes.
• Rapid Deployment: Understanding the tight two-week timeline, our team prioritised swift and efficient implementation. We successfully deployed Enjo AI Agents across more than 40 Slack channels simultaneously, ensuring that Yotpo's teams could continue their operations without any downtime.
• Customised Support and Training: Throughout the deployment, we provided hands-on support and training to Yotpo's teams. This ensured a smooth transition and empowered all team members to use the new system.

Overcoming Implementation Challenges:

The major challenge was the strict two-week timeline to deploy across over 40 Slack channels. Our team coordinated closely with Yotpo to streamline the setup process, leveraging our expertise to configure emoji actions as a knowledge source swiftly. By prioritising tasks and maintaining constant communication, we successfully navigated the tight deadline, ensuring that all channels were up and running with minimal disruption.

‍