Passion City Church tripled ticket volume and automated onboarding with Slack‑native Foqal, delivering instant email creation and data‑driven visibility.
Mark Henderson, IT Support Manager at Passion City Church, had a problem that every IT professional dreads: his team was drowning in invisible work. Support requests came through direct messages, texts, emails, and random Slack channels. People would either ping him directly or just give up and try to solve problems themselves.
"Before we had [Slack ticketing], people would either go create an email...or they had to go to the website," Mark explained. "It just took a lot more to submit a ticket. And so once they were able to just do a Slack command and submit a ticket...it just made it so much easier."
The impact was immediate and dramatic.
Passion City Church's IT team supported employees across multiple campuses. Developers used Jira, while IT relied on a web-based ticketing system that employees rarely used. Instead, requests came through every channel except the official one—DMs, texts, emails, random Slack threads.
The problem was clear: without proper ticket capture, Mark couldn't prove to HR how much work his team was actually doing.
"We knew that my team was doing a lot of work, and I knew I needed to hire somebody else, but I didn't have the reporting to prove it," Mark said. "Having those tickets in place...allowed me to get approval to add more team members."
The team evaluated alternatives, but most required every Slack user to install something or authorize an integration individually—a non-starter for a church organization with staff across multiple locations.
"Having those tickets in place allowed me to get approval to add more team members."
Passion City chose Foqal for three critical reasons:
/support instead of forcing users to learn new commands"We made it easy for people to remember," Mark noted. "Just /support in Slack and you're done."
The results were immediate: ticket volume tripled.

A two‑person IT team slashes response times by 50%, accelerates resolutions by 70%, and secures extra headcount by leveraging Foqal’s AI routing and data‑driven insights.
Lendio skyrocketed its IT support ticket volume by 5x in Slack, achieving a remarkable 100% customer satisfaction with the help of Foqal's seamless integration and automation.
Andela transformed its support experience with Foqal, achieving an impressive 83% cost reduction and a 72% faster response time while maintaining a 99% customer satisfaction rate.
"The moment we switched over to Slack tickets, our ticket count was triple versus using a web interface."
But this wasn't just busy work—it was previously invisible work finally becoming visible and accountable.
Before Foqal, the onboarding process was a manual nightmare:
The timing made it worse. "We're off on Fridays and Saturdays. [HR] would put the ticket in on Friday morning...and that employee may start on Sunday," Mark explained. "They would have to wait for us to create the email. The email address is the first thing that has to happen for everything else."
New employees would show up for their first day without email access, unable to complete onboarding steps that depended on it.
Foqal's automation changed everything:
"Now they don't have to really wait on us anymore to get the person started," Mark said. The process went from taking days to being instant.
Even with checklists, different IT team members would onboard people slightly differently. Some would forget to add people to certain groups. Others would skip steps.
"Some of my team, even though they have a checklist, they don't give everybody what they needed," Mark explained. "Having the automations made sure everybody got what they needed."
The automation created consistency—every new hire got exactly what they needed, every time.
Every year, Passion City has 12-15 interns in their residency program. When their time ends, offboarding all of them manually would take hours—and risk feeling cold and transactional.
Foqal's automation solved both problems:
The automation felt personal because it was customized and came from a real person—but it saved hours of manual work while ensuring nothing was forgotten.
Beyond saving time, Foqal gave Mark something he'd never had before: data to justify decisions.
"We could say, 'Hey, this is how much work we're doing,'" he explained. "It allowed me to get approval to add more team members."
The reporting also revealed patterns. When 10 tickets came in about the same printer, Mark could immediately identify equipment problems instead of treating each issue in isolation.
"We didn't really have that before," he said. "That was problematic. We really didn't know it was a good solution until we actually saw it happening."
Since implementing Foqal:
When work is invisible, you can't prove its value. You can't identify patterns. You can't justify resources. And when people find it easier to struggle alone than create a ticket, you're not really providing support—you're just waiting for emergencies.
Foqal transformed Passion City's IT support from scattered and invisible to centralized, measurable, and defendable.
"I would say just having the whole Jira integration, like everything was syncing...was like a huge win," Mark said. "It allowed the developers to stay in Jira and allowed my team to use the Foqal view."
"Foqal's been a lifesaver. I've used a lot of ticketing systems and it's the most user"