Halp Recipes

Updated by Marie Casabonne

The Recipe Builder in Halp allows you to trigger specific actions in Slack or MS Teams using “if this, then that” workflows based on common conditions. Recipe Triggers (if this) and Recipe Actions (then that) include:

Recipe Triggers

  • When a ticket is created or updated with a custom field
  • When a ticket is created with a form
  • When a ticket is created from a slack channel (Slack only)
  • When a ticket is created/updated with the status
  • When a ticket is replied to by a requester
  • When a ticket is replied to by a agent
  • When a ticket is created in Halp
  • When a ticket is assigned to
  • When a message is marked with an emoji (Slack only)
  • When a ticket is created from an integration

Recipe Actions

  • Add a Slack Follower (Slack only)
  • Add a MS Teams Follower (Teams only)
  • Add an email follower
  • Assign a ticket to a specific user
  • Create a ticket in Halp
  • Sync the ticket with an integration
  • Send an automated message to the ticket
  • Set the status of a ticket
  • Set the value of a field
  • Send the ticket to a queue

Default Recipes

Halp comes with a few default recipes when you install the app in Slack and MS Teams. You are able to delete/edit these for your use case.

Default Recipes in Slack

  • When a ticket is replied to by an agent, set the status of the ticket, Pending (Default Queue)
  • When message marked with emoji (🎫) create a ticket in Halp
  • When message marked with emoji (👀) assign an agent to the ticket, the agent who triggered the recipe
  • When a ticket is replied to by an requester, set the status of the ticket, Open (Default Queue)

Default Recipes in MS Teams

  • When a ticket is replied to by an agent, set the status of the ticket, Pending (Default Queue)
  • When a ticket is replied to by an requester, set the status of the ticket, Open (Default Queue)

Recipe FAQs

Are Halp Recipes Global?

Yes. Halp Recipes will impact all tickets and Queues.

For example, if you add a recipe that assigns a ticket to the agent who added the :eyes: 👀 emoji. That recipe will become active across all Queues

Can you create Multistep Recipes?

If you want to have a single trigger to do multiple actions (ex: the 🎫 emoji (1) creates a ticket, (2) assigns a ticket, and (3) sends the ticket to Jira) you need to have three separate recipes.

What are Routing Recipes?

A Routing Recipe is a recipe that uses the action “send the ticket to a queue.” This can mean two things:

  1. When a ticket is created with a certain trigger (a custom field value, an integration, the use of an emoji, etc) it will send the ticket to that Queue
  2. When a certain trigger is used (an emoji, a custom field value change, an assignee set), it will remove the ticket from the current Queue, and move it to the new one. In Slack, the ticket will completely leave the first Triage Channel and repost in the new Triage Channel. Routing between queues is not possible between Jira Queues.

You can view Routing Recipes both in the Global Recipe Builder and in the Routing Recipes section in the Queue configurations.

Emoji-based Routing Recipes will override Queue settings [Slack Only]

If you are using an emoji to trigger multiple recipes, using that emoji in a channel associated with another Queue will override that Queue's settings and show the settings related to the emoji’s associated Queue.

Ex: You have two recipes set up with the 📝 emoji

  • Recipe 1: When a message is marked with an 📝 emoji, create a ticket in Halp
  • Recipe 2: When a message is marked with an 📝 emoji, send the ticket to the "Legal Helpdesk" Queue

Then, if you’re in the Request Channel for the IT team and you use the 📝 emoji, Recipe 2 will override Recipe 1. The user will see settings related to the emoji’s associated Queue, so if the legal Queue requires forms, the user will get a whisper from Halp to select a form to create a ticket.

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