Onboard Agents in Teams

Updated 2 months ago by Jensen

Looking to set up Jira Service Management chat? Visit support.atlassian.com to find guides and more.

Prerequisites:
You must have the Assist app installed in Teams and be an Agent or Administrator.

How to Create Tickets

Agents and Requesters have several options for how, and where, to create tickets in Halp.

Agent Assisted Ticket Creation

  1. Via Direct Messages in Teams

If a user asks for assistance via a Direct Message, you can easily create a ticket out of their message via a Message Action. Here's how:

  • Hover over their message and click the ... on the top right
  • Select “More Actions”
  • Select “Create ticket with Assist”
  • If there are multiple Queues and/or Forms available, you will be presented first with the Queues to select from, then with the Form(s) for that Queue.
  1. Via the Halp Web App

In the Halp web app, Agents can click on “Create a ticket” anywhere from the Ticket List view. Then, the Agent must select a Queue and a Form, and the ticket will be created in Halp and sent to the appropriate Triage Team.

Requester Self-Serve Ticket Creation

  1. Via a Request Teams in Teams

If you've configured a Request Team in Teams, then users can easily create tickets from any channel in that team. Any tickets created will be automatically routed to whichever Queue this Team is connected to. There are two ways users can create a ticket via a Request Team:

  • Message Actions: The user can send any message into a channel, then easily turn it into a ticket via a Message Action. Here's how:
    • Hover over their posted message and click the ... on the top right
    • Select “More Actions”
    • Select “Create ticket with Assist”
    • If there are multiple Queues and/or Forms available, you will be presented first with the Queues to select from, then with the Form(s) for that Queue.
  • Compose Icons: While in any channel within a team, just below the message composer, the user can click on Assist “life preserver” icon. When they click it, a modal will appear presenting them with a form to create a ticket.

  1. Via Any Channel or Chat in Teams in Teams

If the user has installed Assist on their personal context (or your org has setup an App Policy to pre-install Assist for users), then tickets can be made very easily from any channel or chat in Teams. Just below the message composer, the user can click on the “life preserver” icon. When they click it, a modal will appear presenting them first with the Queues, then with the Form(s) for the selected Queue.

Where to Work on Tickets as an Agent

There are a few places to work on tickets as an Agent. You can choose to answer tickets directly in Teams, in Halp Web, or in a synced integration like Jira or Zendesk.

In Teams

Agent tickets live in two places in Teams:

  1. Triage Teams: You can view a ticket from the Triage Team connected to your Queue. All tickets will appear as cards posted into the team’s General channel. From here, you can add replies or private notes, as well as take quick actions on any ticket.
  2. Tickets Tab in Assist: If you navigate to Assist inside Teams, then select the "Tickets" tab, you can view and filter through a list of all ticket you personally have access to. You can view and edit additional details of any ticket by selecting it to reveal a right-sidebar view.

In Halp Web

You can manage all tickets, reply (both publicly and privately), and edit tickets directly from teams.halp.com. All responses and updates from the Halp web app will sync back to Teams.

In a Synced Integration (Jira or Zendesk)

Halp's integrations with Jira and Zendesk are bidirectional, meaning:

  • Any messages posted, or field edited, on a synced ticket will also be posted in the corresponding integration’s ticket.
  • Any messages posted, or field edited from a synced ticket in an integration will also be posted in the corresponding Halp ticket (in both the Halp web app and in Teams).

Bulk Actions

Halp supports the ability to update many tickets at once using Bulk Actions. Currently we support:

  1. Changing the status of multiple tickets (non-Jira only)
  2. Moving multiple tickets to a queue (non-Jira only)
  3. Archiving multiple tickets

Select the tickets from your ticket list vie in the Halp web app (you can also use the checkbox in the table header to select all tickets on the page), and select one of the actions.

Reporting

Halp displays a visual dashboard so you can view and customize your report. To access Halp reporting, navigating to the left side navigation pane in the Halp web app and clicking the Reports icon. More on Halp reporting here.


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