Building a modern ticketing system while also using it ourselves has proven to be a huge success as we move forward in developing and building a tool that is not only intuitive but a product we stand by in every way....because we use it!
At Halp, we’re building a conversational ticketing system for modern workplaces. We’re designing Halp to be the best product for internal requests. But the product is so versatile we’re actually using it for external support too. Here’s how.
Let’s say you sign up to become a customer of Halp. Eventually you might have a support question or a feature request.
There are 3 ways to contact us for support:
Once the request is received by one of our front-end sales people (we’re hiring a support/success person to take over this role), they answer the questions they can or assign the requests that need to be escalated to the rest of the team by making a Halp ticket out of the request.
Our front-end sales person opens a ticket in Halp using the /halp command. This ticket then gets routed to a relevant triage channel and dealt with by the Halpseater. More on that later.
Halp supports multiple support emails that route to different triage channels based on the email address it was sent to. For example, emails sent to email@example.com get routed to our support triage channel in slack. Any replies we make to the ticket in Slack get sent as an actual email reply. We also have our firstname.lastname@example.org email address routed to our #security channel (as well as to our personal emails).
This is great because we don’t have to use a separate tool to collaborate around email support. We can just command+k in Slack into the triage channel and handle it from there. The 🔒 private reply feature here is huuuge.
Shared channels are great for support. But we ran into some problems with it:
Halp + Shared Support Channels are a game changer. It makes managing requests across shared channels much more manageable. In our process, whenever someone asks for feature requests or reports a bug, we simply mark the message with a ticket (🎫) emoji.
If you’re in our triage channel, you essentially have full visibility into the major issues that our shared channel customers are having.
Without Halp, there would be no process around the message above that came in to a shared channel with one of our customers. With Halp’s Ticket Recipes this feature request ticket is routed to the appropriate feature request channel. There, we can collaborate on it privately and escalate it into our product backlog if needed.
The Halpseater is a weekly rotation for the developers here at Halp. If you’re the Halpseater of the week and a ticket has come into the triage channel, it’s your job to:
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 🤦.