Request Channels

When you invite the Halp bot to a public channel in Slack you're prompted to choose a Queue to route tickets to:

A Queue is where tickets live, and is connected to a triage channel in Slack. After selecting a Queue, when you use the :ticket: emoji or message action to create a ticket this is the Queue where the ticket will be sent.

If a requester (not a Halp admin) adds the Halp bot to a public channel, the channel will be notified that tickets will be routed to the default Queue, but the requester will not be prompted to select the Queue.

You can see which channels are routed to which Queues from the Halp web settings. Go to Settings > Channels, and you'll see every requester and triage channel listed:

From the Queue detail page you can also see all the requester channels that will send tickets to that Queue:

When the HalpBot is invited to a private channel you can select whether you want the channel to be a requester channel or a triage channel:

And you can further select, after selecting "Queue" to become a triage channel, whether you want to create a new Queue or connect to an existing Queue:


How did we do?


Powered by HelpDocs (opens in a new tab)