We're announcing a rebrand from BubbleIQ to Halp. Along with our $2.6M seed round from Slack, Techstars, and Matchstick Ventures.
BubbleIQ announced today its rebrand and the launch of Halp, a conversational ticketing solution for modern IT teams. The company also announced that it has raised $2.6 million in seed funding, with participation from Techstars Ventures, Slack Fund, Matchstick Ventures, Next Frontier Capital, Access Venture Partners, FirstMile Ventures, and Kokopelli Capital. The funding will be used to grow and scale Halp, fueling the startup as it builds the next generation of internal support software.
The company launched in 2017 as BubbleIQ, an integration between Slack and Zendesk. Co-founder and CEO Fletcher Richman realized that while workplaces were moving away from email-based communication and towards conversational messaging, internal ticketing remained inefficient and stuck in the past. BubbleIQ was a tool that synced Slack and Zendesk and quickly attracted high-profile customers like Adobe, Strava, Paylocity, KIPP, Udacity, and JustWorks.
After participating in the Spring 2018 Techstars class in Boulder, the company built off the success of its integration by creating Halp, a ticketing system designed for conversational communication. Using Halp, employees can create tickets directly in Slack, capture threaded messages within the conversation, and the tickets are all routed to specific private Slack triage channels. Halp offers a fundamentally better experience than your typical email-based support software. Employees can ask for help in the tool they already use, while agents can track, prioritize, and respond to requests efficiently in a chat-based interface. For companies stuck in a legacy system of record, Halp can also seamlessly integrate with Zendesk, JIRA, and ServiceNow. Conversational ticketing results in dramatically faster ticket resolution, higher user satisfaction, and increased productivity.
“The way people work is fundamentally changing and the systems we use in the workplace need to change as well,” said Richman. “Conversational messaging is the future, and with this funding, we are helping companies upgrade their legacy ticketing systems and solve internal problems faster and more efficiently. As a result, our customers have happier employees, better employee retention and more productive IT teams.”
Millennials and post-millennials represent more than 40% of the U.S. workforce and are transforming the modern workplace. As employees, they expect real-time communication and faster, personalized responses to their queries. In addition, more people than ever before are working remotely, thanks to technologies like Slack that enable distributed teams to seamlessly collaborate. Slack now has 10 million daily active users who rely on the platform to get their work done. Companies are trying to offer IT support in Slack, but have no way to prioritize or track messages. As a result, issues like broken laptops, account provisioning, and password resets absorb a huge amount of IT’s time.
Halp is built from the ground up with the needs and preferences of today’s employees in mind. The conversational ticketing system contributes to employee happiness and productivity by enabling them to resolve IT problems as quickly and easily as possible. In addition, it improves the way IT teams work by streamlining how they handle mundane tasks. This means IT can spend less time answering the same questions over and over, and more time on higher-level, more challenging tasks.
"I've always been impressed by the Halp team’s ability to leverage data and customer feedback to build a product IT teams love,” said Natty Zola, Partner, Matchstick Ventures. “We're thrilled to lead this round of funding as Halp accelerates into its next phase of growth and gives internal IT support the update it desperately needs.”
Demand for a conversational ticketing system like Halp is strong, as demonstrated by the hundreds of companies who signed up for the Slack-first platform in 2018. With this funding, rebranding, and launch, Halp will continue to enhance the product by adding more integrations, increasing the ability for teams to automate their work, measure efforts and quantify the need for additional resources. The company plans to hire more people, especially in sales and marketing, and move into a new office.
Automation helps to solve customer-facing issues faster. However, this benefit can come at a cost. Since automation is a process that executes without human intervention, it can make mistakes that a person would not have made. It’s like the digital version of asking a woman how far along her pregnancy is and finding out she’s not expecting 🤦.