Global Admin Settings in Slack

Updated 2 months ago by Marie Casabonne

User Permissions

There are three types of users in Halp:

  • Admin
  • Agent
  • Non-Billed Admin

Admin

The user who installs the Halp app into Slack is automatically designated as the first Halp Admin. They will have a Settings gear icon in the top right corner next to their Avatar in the Halp web app and have the ability to edit all Halp settings. Admins can turn any existing Agent into an Admin under the Admins & Agents section of the Halp settings. While Admins can manage all global settings for Halp, they can only view tickets for the Triage Channels they are members of.

Agent

Agents are any Slack user who is a member of a dedicated Triage Channel. This is a user that can be assigned tickets, access the Halp web app, add private notes to tickets, and perform a variety of other Agent actions. If your team has multiple Triage Channels setup, Agents are only able to view the tickets that live in channels they are invited to.

Example: if a ticket lives in the #hr-issues Triage Channel in Slack, then Agents whoare only in the #it-help Triage Channel will not be able to view those tickets in the Halp web app ticket list or using Halp's Agent ticket search functionality in Slack.

Non-Billed Admin

Non-Billed Admins are users that only have the ability to access the backend Halp settings. Non-Billed Admins do not increase your Agent count as they are not members of any Triage Teams or Queues. They are not be able to view any tickets or metrics. For more Non-Billed Admins, see this article.

Halp does not charge for Requesters, or folks that are requesting tickets. These users cannot be assigned tickets, cannot read or write private notes, and cannot access the Halp web interface.

Triage Channels

A Triage Channel is where your Agents see and interact with tickets in Slack. A Triage Channel should always be a private channel in Slack, as it's how Halp determines who is an Agent. We recommend that every team using Halp (IT, Marketing, Product, etc.) have their own Triage Channel.

Each Triage Channel is connected to a Queue. When a ticket is created in a Queue, all updates and messages related to that ticket will be synced to the Triage Channel, allowing Agents to manage and respond to tickets from the Triage Channel in Slack.

More on Triage Channels in Setting up your Queue.

Queues

Queues are a fundamental building block of Halp - they are the “backend” place where tickets live in the Halp web app. Each Queue is mapped to a Triage Channel in Slack. Queues have their own forms, fields, routing recipes, and can have a Request Team associated with them. They also have settings and configuration options that are specific to that Queue.

You can have a Queue for your IT, HR, Legal, Facilities, and any other teams in your org! More on Queue configuration in Setting up your Queue.

Request Channels

Request Channels are where requesters can go to make a ticket for a specific team of agents. Any tickets created from a Request Channel can be directed to a preferred Queue by default. We recommend these teams be public, where anyone can join and make a ticket.

More on Request Channels and how to set them up in Create a Request Channel

Adding an Agent

In Halp, managing Agents is as simple as adding and removing members from a Slack channel. When you first setup a Triage Channel, you map it to a Queue. Any members of the Triage Channel are therefore automatically configured as Agents on the corresponding Queue.

A few things to note
- When you create a new Triage Channel, any pre-existing members will now be considered Agents in the corresponding Queue
- When you add members to an existing Triage Channel, they will automatically be added as an Agent in the corresponding Queue
- When you remove members from an existing Triage Channel, they will be automatically removed as an Agent on the corresponding Queue
- If a user needs to work on multiple Queues as an Agent, you can simply add them to multiple Triage Channels. For billing purposes, they will only be counted once. Visit Halp Billing for more information

Invite the users you want to be Agents to the Triage Channel using /invite or by @ mentioning the user in the channel.

Removing an Agent

Halp bases your Agent count on the members of your Triage Channels. You can see a full list of your Agents and edit their permission levels from the Halp Web by going to Settings > Admins & Agents. Here you can also see which Triage Channels the user is a member of.

To remove an Agent, head to the Triage Channel in Slack. Type /remove @[user] in the main text. Using the channel details side panel to remove the user may result in them not properly being removed, so be sure to use the slash command.

A few things to note
- If the user you are trying to remove is a Halp Admin, you will first need to change their permission level to 'Agent' from the Settings > Admins & Agents page, then remove them from the Triage Channel
- In order to fully remove an existing Agent, you must remove the user from every Triage Channel they are a member of in Slack
- After the Agent has been removed from the Triage Channel, reload the Settings > Admins & Agents page to confirm they are no longer listed as an Agent

Customize the Bot

You can customize the Assist bot name and messaging that requesters get from the bot. More on bot customization in How to Customize your Slack Bot

General Settings

These settings are Global settings for all Halp users and Queues

Notifications

Bot Notifications

To turn off DM notifications from the Assist Slack bot when a ticket is updated, set this to "Only send ticket notifications to contributors that haven't participated on the ticket thread in Slack." This will prevent double notifications in slack from the Assist Slack bot and the thread notification.

Tickets

Who can create tickets from reactions (like using the 🎫 emoji)?

You can control if only agents and admins can create tickets from emoji reactions (or reactjis) or if all users can. Do you want to review messages before a ticket is created? Maybe Steve in Marketing is a huge fan of using that emoji and you'd rather not get tickets about their weekend plans to see the local sports team? You can prevent end-users from creating tickets using emoji reactions, while still allowing admins and agents to make them. 

Who should be able to edit ticket fields when posted to channel?

Forms and field can be a powerful way to collect information in your tickets from your users. However, if you don't want your users editing the fields after they submit the ticket, set this to 'Only agents and admins'. If you want users to fill out more information after they make the ticket you can change this to 'Any member of the channel'.

Allow any Slack user to close tickets

If you want to limit who can close tickets to agents and admins, set this to 'Disabled'.

Global

Default Agent reply type

If your team works in a way that the majority of conversation on a ticket is internal, you can set it so agent replies are automatically private.

  • When this is enabled, all messages will default to private. You can post a public message to the end-user by starting it with the megaphone emoji :mega: 📣
  • When this is disabled, all messages will default to public. You can post a private message to fellow agents in the private Triage Channel by starting it with the lock emoji :lock: 🔒
Working Hours

If your team has set working hours, like 8am-6pm ET, you can set those here. Working hours impact:

  • Halp reporting for First Response Time and Issue Resolution Time.
  • SLAs


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