End User - How to open a ticket from Slack

So, your organization took the plunge and is starting to use Halp! As an end user, the main function you'll use Halp for is creating tickets, and there's a few different ways you can do so.

Commands

There are 3 different slash commands you can use to create a ticket: /halp, /helpdesk, and /support.

From anywhere in Slack, you can type one of these commands and Slack will help auto-complete the result for you. You can optionally type the description of your issue after the slash command. 

Shortcut

You can click the button, and select "Create a ticket" from the menu!

App Home

From the Halp App Home (yours may have a different name depending on your organization) you can select "Create a ticket" at the top of the page.

From there, if your team has enabled forms, it may launch a form that asks you a few more questions. 

Once you've filled out the form, you will get a message back from the Halp Bot (the bot may have a different name if your team has changed it). It will show you your ticket number, the title of the ticket, and who it is assigned to:

At any time, you can change the fields you filled out in the form or close out the ticket. But for now, you can continue about your day. When the team responds to your ticket, you'll get a notification from the bot.

Click on the "open thread to reply" link and reply to the ticket if necessary. 

Once the problem has been resolved, either you or the agent can close out the ticket. Then, you'll see an option to rate your experience or reopen the ticket.


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