BookMyShow: 100% Ticket Capture via Slack Automation

— CHALLENGE

Rapid Growth, Unstructured Support, Zero Visibility

BookMyShow's rapid growth - from a movie ticketing startup to a full-scale entertainment platform operating across five countries - created significant pressure on internal operations. With over a thousand employees spread across functions, the volume of internal support requests surged: IT access approvals, HR queries, tool provisioning, and operational issues all flowed through Slack channels with no structured capture mechanism.

Requests were easily buried in channel noise. Support teams manually created Jira tickets from Slack messages, duplicating effort and introducing delays. There was no consistent process for collecting critical information - employee location, department, or manager approval - before routing a request. And once tickets were created, operations managers had no proactive way to track aging requests or SLA risks without manually checking Jira dashboards.

The result: slow resolution, incomplete tickets, blind spots in queue health, and operational bottlenecks that pulled teams away from higher-value work.

The objective was clear:

• Automate internal employee support requests end-to-end
• Ensure 100% request capture across all Slack channels
• Eliminate manual Jira ticket creation for operations teams
• Reduce resolution time with AI-powered knowledge search
• Surface aging tickets and SLA risks proactively via alerts

— SOLUTION

AI-Powered First Point of Interaction for All Internal Support

BookMyShow deployed Enjo as the AI-powered first point of interaction for all internal support workflows. The implementation centered on four tightly integrated capabilities:

Automatic Slack-to-Jira capture

Every message posted in designated Slack support channels is automatically converted into a structured Jira ticket. Slack workflow outputs are also routed through Enjo, ensuring no request goes untracked regardless of entry point.

AI-powered knowledge search + smart escalation

When an employee asks a question, Enjo first searches the internal knowledge base. If a match is found, the answer is served instantly - no ticket needed. If no answer exists, Enjo collects structured details before creating a Jira ticket, ensuring support teams receive complete context from the first touch.

Approval-gated tool access flows

For tool access requests, Enjo runs structured conversational flows capturing project, department, and manager approval status. Only approved requests generate tickets; unapproved ones are redirected, preventing incomplete requests from reaching support queues.

Proactive alerts for ticket visibility

BookMyShow is a heavy user of Enjo Alerts - both scheduled and live. Scheduled alerts deliver recurring Slack digests of open ticket queues, aging requests, and backlog summaries to operations managers on a daily cadence. Live alerts trigger instant Slack notifications when critical conditions are met, such as tickets breaching SLA thresholds or high-priority issues going unassigned. This gives leadership real-time visibility without ever opening Jira.

Additionally, Enjo is embedded as webchat on BookMyShow's internal portals, giving employees an alternative channel for raising queries outside of Slack.

— BUSINESS IMPACT

Every Request Captured, Contextualized, and Routed - Automatically

With Enjo handling the full lifecycle - from initial query to knowledge search to structured ticket creation - BookMyShow's operations team eliminated manual overhead while ensuring every employee request is captured, contextualized, and routed correctly.

Results

• 100% request capture across all channels - no request lost in Slack noise
• Zero manual steps in ticket creation - fully automated Slack-to-Jira pipeline
• Instant AI answers from knowledge base - common questions resolved without creating tickets

Proactive alerts keep managers ahead of aging tickets and SLA risks without manual Jira checks. The result is faster resolution, cleaner data in Jira, full queue visibility, and support teams freed to focus on complex issues instead of triaging Slack messages.