Connect your support email to Halp

Updated 1 month ago by Brian Feldman

Setting up email

In addition to using Halp to track and categorize your requests from Slack/MS Teams, you can also set it up so inbound emails create tickets. Any messages left by your Agents on the ticket will send as an email reply to the requester.

Set up email ticket forwarding

  1. In the Halp web app, go to Settings > Email. Under Step 1, on the right side enter your team’s email addresses where you currently receive requests. This allows Halp to add them to our “allow list” so we do not reject them once forwarding begins.
    You'll also be required to pick a queue that email should forward requests to — you won't be able to use the same email for multiple different queues, so be sure to enter a unique email per queue.
Note: These should not be personal addresses for agents. If an email address matches the address of one of your agents/admins, tickets won't be created for received emails.
  1. On the left side, find the inbound Halp email address in bold that you will forward emails to. In your own email provider’s settings, setup email forward rules to forward emails from the previous step over to this Halp address.

Set up custom outbound domain

You must be on a paid Premium or Enterprise plan to use this feature. Custom outbound domains are not available during trials.

When an agent replies on a ticket that was created via email, their replies will be sent back to the requester via email. By default, we will attempt to mimic the address where the email was originally received, however the domain will be a Halp domain. For example, if the email was forwarded to Halp form support@acme.com, agent responses would appear to come from support@inbound.halp-mail.com.

If you would like for the outbound domain to match (i.e. @acme.com), you will need to request a Custom Outbound Domain. Go to Settings > Email. Under Step 2, click Request a change and follow the instructions provided.

Set up custom auto-responses

Halp provides two auto-responses to the requester. The messages can be customized from your Settings > Email page on the Halp web app. You can also disable either of them by checking the “Do not send” boxes below them.

  • Initial response: The requester can receive an auto-response when their request is initially received. This is triggered upon initial ticket creation to inform the user that their request has been received by the team.
  • Closed response: The requester can receive an auto-response informing them that the ticket was closed out. This is triggered when an agent moves the ticket to its “closed” status.
Note: You can use custom variables for additional personalization in this messages. For example, use {{requester.name}} to automatically insert the requesters name.

How does this look for agents?

Agents can tell tickets created from email apart from tickets created in Slack and MS Teams by the 'Created via email' message under the ticket number. When they reply via chat, their response will automatically be sent back to the requester via email.

In Slack
In MS Teams

What is the experience for requesters?

The requester will first receive an auto-response email back to them, along with subsequent Agent replies. If the email of the user matches a Slack or MS Teams user in your workspace, the user will also receive a direct message from the Assist app in Slack or MS Teams. The user can continue responding via either email or in Slack/MS Teams.

Email attachments

Any attachments will be sync across all mediums: Email, Halp Web, and Slack / MS Teams. Let’s look at an example below. In this case, a request came in via email. The agent the replies via Slack, including an attachment. The requester views the reply via email.

Agent's view Slack
Requester’s view in email
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