Google Chat integration
Brings service management into Google Chat spaces with bot interactions, card responses, and Workspace-native ticket workflows.
What it connects
- Chat message content, space metadata, and Google Workspace user directory
- Card interaction responses for structured intake and approval flows
- Threaded conversation context linked to open ticket records
- Shared Google Drive file links and inline image attachments
What it automates
- Create tickets from Google Chat messages via bot mention or slash command
- Post interactive cards with ticket status and quick-action buttons
- Route approval workflows as card-based prompts to approver spaces
- Notify assigned agents via DM when new tickets match their expertise
In practice
A user types '/ticket printer not working' in the IT space. STLabs creates a ticket, enriches it with the user's office location from Google Workspace directory, and assigns it to the nearest facilities tech.
STLabs posts a daily digest card in the IT team's space showing open ticket counts by category, SLA status, and a link to the filtered queue, replacing the morning standup status review.
An access request comes through Google Chat. STLabs sends an approval card to the manager's DM with the user's current permissions and the requested role, logging the decision with a timestamp.
A user shares a screenshot of a broken dashboard in the support space. STLabs attaches it to a new ticket, identifies the application from the URL in the image, and routes it to the correct team.
