Set up a Queue in Slack

Updated 16 hours ago by Jensen

To create a Queue, you first need to create a Triage Channel in Slack.

Create a Triage Channel

Tips for Triage Channels:
- Naming conventions for Triage Channels are helpful - consider using something similar across all Triage Teams, like "[Team Name] - Triage"
- A Triage Channel should always be private - membership of the channel in Slack is how Halp determines who is an Agent
- Once an Admin finishes configuring the Triage Channel, members of the Triage Channel will become Halp Agents. This will affect your billing.
- If a user is already a member of an existing Triage Channel, and therefore already a Halp Agent, you will not be double charged for them.

To set up a Triage Channel, a Halp Admin must first add the Assist app to a private channel in Slack.

  1. Create a new, private channel in Slack
  2. Type /add and hit enter
  3. Search for "Assist" in Slack app directory and select Add
  • If this is your first Triage Channel, Assist will automatically make it into a Queue
  • If it is your second+ Triage Channel, Assist will ask you to select “As a Queue” from a dropdown.
  1. *Optional* step - You can tell Halp what your Queue is going to be used for. This helps us understand you, and all our customers better.

Voilà! You've now both set-up your Triage Channel (where Agents will work on tickets) and created your first Queue 🥳. Assist will then send you a welcome message in the Triage Channel with a link to jump into your Queue Settings in the Halp web app.

Queue Settings

When you click Queue Settings, you'll be brought to the Halp web app. There, Admins can view or edit the following Queue-level information:

  • Configurations (edit)
  • Agents (view)
  • Fields (edit)
  • Forms (edit)
  • Statuses (edit)
  • SLAs (edit)
  • Request Channels (edit)
  • Routing Recipes (edit)

Queue Configurations

There are a number of Queue-level features that you can toggle on/off in the Queue Settings.

Ticket Interactions

  • Private Replies: For Queues with sensitive tickets (HR, Legal), this feature allows you to change the behavior when tickets are created in a public channel.
    • When enabled, all conversation on tickets in the Queue will be between the requester’s DM with the Halp bot, Assist. This ensures that all conversation between the agent and the requester stays private. Tickets created via the Slack slash command ( /helpdesk ) will always post to the requester's DM with Assist. This is to ensure that privacy takes priority in a sensitive Queue and no ticket information will accidentally leak into a public facing channel.
    • When disabled, tickets created in request channels for the Queue will be posted publicly to the request channel and all public comments will post in the ticket thread and will be visible to all Slack users in the request channel.
  • Post tickets created via the slash command to channel: Instead of sending tickets to the requester's DM with Assist, when using the /assist, /helpdesk, or /support slash commands, Assist will post tickets to request channel.
    • When enabled, tickets created via the Slack slash command (/helpdesk) will post publicly in the request channel.
    • When disabled, tickets created with the Slack slash command ( /helpdesk ) will post to the requester's DM with the bot.
  • Hide Queue during Ticket creation: Users can create tickets in places that are not tied to a specific Queue. This happens when a user creates a ticket using App home, DMs, and bot-less channels. When this happens, Assist will suggest a list of all Queues for the ticket to be created in. 
    • When enabled, the Queue will not appear in the list of suggested Queues to create a ticket in.
    • When disabled, the Queue will appear in the list of suggested Queues to create a ticket in.

Answers Automation

  • Auto Answers: If an Answer is available that is tagged with key phrases present in the Requester's comment, Assist will suggest it to the Requester before creating a Ticket.
  • Automated Follow-up: When a requester doesn't respond to a suggested answer, you can set rules for for an action to automatically take place. You can send reminder to the requester after a specified amount of time and/or consider ticket opened or resolved automatically after a specified amount of time has passed.

Form Configurations

  • Form Requirement: Once the ticket creation emoji (🎫 ) has been added to a comment, Assist will whisper to the Slack user who added the emoji and prompt them to select a form from the Queue's available forms in order to create a ticket.
    • When enabled, the Slack user (ideally, the Requester) needs to select and complete a form in order to create a ticket. This is a great setting if you would like to get additional information upfront about the ticket or if you have several, discrete request types for your team.
    • When disabled, any Slack user in the Request Channel can create a ticket by adding the ticket creation emoji to any posted comment in the channel.

Connections

  • Connect to Jira: Connect your Halp Queue to a Jira Project. More on connecting the Jira in Connect a Jira Project

Agents

In the Queue settings, you're able to view the Agents who have access to the Queue. Agents are the members of a channel that is designated as the Triage Channel for a particular Queue. You may add and remove agents directly from Slack. Dive deeper into user roles.

Auto-responses

Prerequisite:
- To customize the Slack bot, you need to be a Halp Admin
- You must be on a Halp Premium Plan or Enterprise Plan to customize your Slack bot
  1. Navigate Queues -> [Select your queue] -> Auto-responses
  2. Under the Messaging section, you’ll see 3 places you can edit bot messages:
    1. Thread Message from Assist Bot (Agent View)
    2. Thread Message from Assist Bot (End User View)
    3. Thread Message from Assist Bot (Private Replies)
  3. Clicking out of the dialog box will save the settings. You can click Reset to Default at any time to return the messaging to Halp's default messaging
  4. Two of the messages can be completely turned off. Just check the box Don't send threaded message from Assist Bot in the ... to suppress the message

Fields

This setting is hidden in Jira Enabled Queues. When a Queue is connect to a Jira project, all fields are maintained in Jira.

Halp has Global Fields and Queue Fields.

  • Global Fields are fields that appear in every Queue (i.e. title)
  • Queue Fields are fields that only appear in their Queue.

Note: If you are creating fields to sync with Zendesk, please follow this doc.

Forms

This setting is hidden in Jira Enabled Queues. When a Queue is connect to a Jira project, all forms are maintained in Jira.

Queues can have an unlimited number of forms. Forms are a collection of global and/or Queue fields. You must always have at least 1 form on each Queue.

Forms populate in a few places.

  • If a ticket is created where a Queue is not defined (App Home, bot-less channels)
  • In channels tied to Queues that have "Form Configuration" is enabled
  • When the slash commands (/assist, /helpdesk, or /support ) are used

Creating a Form

  1. Navigate to Queues -> Forms
  2. Click Create
  3. Add any Queue Fields and Global Fields you would like to include on a form (you can mark certain fields as required).

Statuses

This setting is hidden in Jira Enabled Queues. When a Queue is connect to a Jira project, all statuses are maintained in Jira.

Ticket statuses live at the Queue level and can be edited from the Queue Settings page. There are three status categories:

  • Open: Tickets that are created and/or waiting for support
  • In-Progress: Tickets that are pending or awaiting customer response
  • Done: Tickets that are closed or completed

When a new Queue is created, the following default Status settings are in place:

  • Three default statuses available (one per category): Open / Pending / Closed. You can add additional statuses to those categories, but you must keep at least one in the Open and Done categories.
  • When a ticket is created, it will be assigned the default status in the Open category. 
  • When a ticket moves to any status in the Done category, Assist will automatically collapse the ticket in the Triage Channel in Slack. If you click the “Close Ticket” button in Slack, the ticket status will change to the default Done status.
  • The Status color will be grey. You can change the color of each status to better reflect your team's preferences.

Note: If you are connecting tickets in this Queue to Zendesk, make sure the statuses match exactly

SLAs

An SLA (Service Level Agreement) are rules that you can set for your teams to ensure tickets are being handled in a timely manner. Halp SLAs can track when SLAs are breached, and send a message to the ticket and triage channel before it breaches. Learn more about SLAs.

Request Channels

Request Channels are Slack channels 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, and you can turn any new or existing Slack channel into a Request Channel. Learn more about Request Channels.

Routing Recipes

Routing recipes are recipes that send tickets into a Queue. These recipes can overwrite other Queue-based triggers. Learn more about recipes.

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