Our product team has been busy the last few weeks and we wanted to share some of the awesome new Halp features that we’ve released.
We’ve onboarded a bunch of amazing IT teams all over the world and have been busy learning how different teams are using the product, building feature requests, and fixing bugs. 6 weeks into our “Beta” we couldn’t be more excited about how things are going and wanted to share the features we recently released that we’re most excited about.
If you have any feature requests or questions about how to use these features, just reply to this email.
Forms now support up to 10 fields!
Slack launched an update so that dialogs can have up to 10 fields. We added support for this as well, along with more customization on forms so you can have forms with no titles and specific labels and placeholders.
Expanding tickets in Slack to add followers and view/edit custom fields
We’ve updated the agent ticket view to have an “expand” button. This button lets you access the ability to add and remove followers directly in Slack. Agents can add anyone to ‘Follow’ a ticket thread to enable manager approvals or other workflows. You can also view and edit all custom fields on the ticket in the expanded views.Our goal is to keep the ticket compact while having lots of capabilities within Slack.
2-Way Email Relay
Although we’re riding the conversational ticketing wave, we recognize that companies have long-standing processes of emailing `helpdesk@example.com` to create a ticket. We’ve built a way for End Users to send that email, create a ticket, either handle that Slack OR continue that email chain back and forth. The Agent can continue to work that ticket from their Slack #triage-channel or Halp’s web app. This handles CCs and Reply alls. It's pretty cool.
Ticket Routing Rules & Moving Tickets Between Channels
Based on customer requests we’ve created new workflow rules and made it so Agent tickets will be transferred to other channels when they match a new criteria. Here’s how it works:
- Set up routing rules based on Category (IT, Facilities, HR), Status, agent response, requester response, form type, or Slack channel
- When user creates a ticket it, can route to a specific triage channel with that team (facilities-channel, it-channel, etc), be auto-assigned, and even auto-responded to! If the ticket needs to be moved to a different category channel simply change it in Slack or the web and the ticket will be removed from the old Slack channel and posted to the new Category channel with all thread messages and context about the switch.
Service Level Agreements (SLA)
Several customers requested a very easy way to maintain their internal SLAs. Users can now set SLAs based on how long a ticket has “remained in the same status”. Look out for Slack based notifications on SLAs and additional conditions in the near term such as ‘time elapsed since last ticket activity’ (comment, approval, etc).
That's not all!
- Other Notable Features
- Ticket List Filtering and Export Options - You can view, filter, sort, and export fields on the ticket list view
- Zendesk ticket import - if you need to import your tickets from Zendesk into Halp, let us know! We’ve got an easy and fast import tool.
- Requester Notifications - End users are always notified about updates to tickets
- Agent Notifications - If you’ve been assigned a new ticket or your ticket has been closed the assignee will receive a DM notification from Halp
- Agent Actions from Slash Command - When agents use /halp they will see search options (more coming soon), add a private note, create ticket.
- Event History on Web Ticket Detail View - Chronological event history of everything that happened to a ticket inline with comments for added context.
- Reacji Sync - Send reactions to messages between ticket threads.
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