Request Management
Every request captured, tracked, and closed with a full audit trail - from first message to resolution.
IT, People
Your employees aren't using the portal. They're in Slack.
Foqal turns the Slack messages your employees are already sending into structured, trackable service requests — no portal, no form nobody fills out, no shared inbox that loses everything.
Why this matters
Every portal built outside Slack has the same problem.
You built a portal. You set up a form. You told everyone to use it. They sent a DM instead. That DM has no structure, no SLA, no visibility, and no record — and it lands in one inbox nobody else can see. Work gets done informally, inconsistently, and invisibly. Employees don't change. Your system has to.
How Foqal Handles It
A real internal help desk — running inside Slack.
Employees keep asking in Slack. Every request is captured, routed to the right team, answered or resolved, and closed with a complete record.
What powers this
Built for how employees actually ask.
The mechanics that make every request count.
Under the hood
The platform capabilities that make this run.
Works natively with your stack
Your existing tools stay. Foqal connects them.
Foqal connects bi-directionally to the knowledge, identity, and tools your teams already run — so service requests trigger the right actions automatically.
Real outcomes
What it looks like when employees get help without leaving Slack.
5× — volume increase handled by a 3-person IT team at Lendio — without adding headcount
Common use cases
Other use cases teams run alongside their internal help desk.
Where this fits
Internal help desk is a core part of how these teams run on Foqal.
IT Help Desk
Every IT request captured and routed automatically - across Slack, Teams, and email. Nothing disappears into a DM.
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IT Operations
Structured request management, SLA tracking, and a full audit trail - running inside Slack and Teams, not alongside them.
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HR & People Ops
Benefits questions, onboarding requests, and sensitive conversations - handled in Slack with the privacy and structure HR actually needs.
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Customer Support
One inbox for every Slack Connect channel. SLA tracking from first message to close. The confidence to commit to Slack support and charge for it.
Learn more
IT Help Desk
Every IT request captured and routed automatically - across Slack, Teams, and email. Nothing disappears into a DM.
Learn more
IT Operations
Structured request management, SLA tracking, and a full audit trail - running inside Slack and Teams, not alongside them.
Learn more
HR & People Ops
Benefits questions, onboarding requests, and sensitive conversations - handled in Slack with the privacy and structure HR actually needs.
Learn more
Customer Support
One inbox for every Slack Connect channel. SLA tracking from first message to close. The confidence to commit to Slack support and charge for it.
Learn more
IT Help Desk
Every IT request captured and routed automatically - across Slack, Teams, and email. Nothing disappears into a DM.
Learn more
IT Operations
Structured request management, SLA tracking, and a full audit trail - running inside Slack and Teams, not alongside them.
Learn more
HR & People Ops
Benefits questions, onboarding requests, and sensitive conversations - handled in Slack with the privacy and structure HR actually needs.
Learn more
Customer Support
One inbox for every Slack Connect channel. SLA tracking from first message to close. The confidence to commit to Slack support and charge for it.
Learn more
Common questions
Things teams usually ask about running an internal help desk in Slack.
The channel menu surfaces in every monitored Slack channel automatically — employees see it every time they send a message and can click through to the right request type without knowing the system behind it. If an employee just sends a free-form message, Foqal can capture it automatically or with one click from the channel menu, and the agent assigns the request type during triage. Employees never need to know the taxonomy.
Manual channel monitoring has no structure, no SLA, no routing, and no record. A message sent in a monitored channel without Foqal goes to whoever happens to see it — and disappears when the thread goes quiet. With Foqal, every message becomes a tracked request with an owner, a status, a response target, and a full conversation history. The difference is operational accountability, not just visibility.
Yes — each team gets its own queue with its own visibility rules, request types, routing logic, and SLA targets. IT sees IT requests. HR sees HR requests. Neither team sees the other's queue by default. Sensitive HR matters are handled in private threads that only designated HR staff can access. Both teams configure their own operations independently from the same Slack workspace.
Connect Foqal to your knowledge sources — Notion, Confluence, Guru, your help center. When an employee asks a question, AI searches those sources and responds instantly if confidence is high. The employee gets an answer without creating a request. If the AI can't answer, the conversation routes to the right agent with no dead end for the requester. Foqal tracks which questions weren't deflected so you can identify gaps and improve coverage over time.
Most teams have a basic internal help desk — a monitored channel, a few request types, and routing to the right queue — configured and live within a day. Adding AI deflection requires connecting your knowledge sources, which takes an additional day or two depending on how many sources you're connecting. The no-code configuration handles all of it without engineering involvement.
Most teams start by running Foqal alongside their existing tools — Zendesk or Jira stays the system of record, Foqal adds the Slack-native intake layer those tools were never designed to provide. Over time, many teams find Foqal handles enough of their workflow that they consolidate. We support both paths — there's no pressure to rip anything out on day one.
Your employees are already asking in Slack. Now give them a help desk that's actually there.
See how IT and HR teams use Foqal to run a real internal help desk — inside Slack, without a portal, without asking employees to change how they work.
