Setting Up Your Queue

Updated 3 months ago by Jensen

Prerequisites:
- You must be a Global Admin or Queue Admin (currently in beta) to access Queue Settings.

There are some difference in how to set up your Queue in Slack and MS Teams. For our chat tool specific guides on each, follow the links below:

Queue Level Configurations

Ticket Interactions

Private Replies

~Slack Only~

The Private Replies setting allows you to change the behavior of a queue that has sensitive tickets. Once turned on, users can have private conversations on tickets even when the ticket is created in a public channel. This makes sensitive queues ideal for teams that deal with sensitive topics such as HR or Legal.

Once the setting is turned on, all conversation on tickets in the queue will be between the requester’s DM with the Halp bot. 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 the Halp bot. This is to ensure that privacy takes priority in a Sensitive Queue and no ticket information will accidentally leak into a public facing channel.

Post tickets created via the slash command to channel

~Slack Only~

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 disabled [default], tickets created with the Slack slash commands will post to the requester's DM with the bot.
  • When enabled, tickets created via the Slack slash commands will post publicly in the request channel

* Note: This functionality and Private Replies cannot be turned on at the same time.

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, Halp will suggest a list of all queues for the ticket to be created in. Hide Queue during Ticket creation prevents this queue from appearing in the suggestions.

Allow all users to edit ticket fields

~Slack Only~

When a ticket is created in Slack, Halp Web, or Jira using a form, the requester will see a View or Edit button on the ticket that allows them to either view or edit the fields they submitted in the form. The pop-up modal also includes the agent assigned to the ticket (or if it is unassigned) and any followers that have been added to the ticket.

  • When disabled [default], tickets created in the queue will include a View button, allowing the requester to view any of the fields they input when submitting their request.
  • When enabled, tickets created in the queue will include an Edit button, allowing the requester to revise/edit any of the fields they input when submitting their request.

Auto Answers

~Slack Only~

Auto Answers

If a relevant Answer is available, Halp will suggest it to the requester before creating a ticket. The requester will be given an option to resolve their question, or create 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.

Form Configurations

~This setting is locked in Jira Enabled Queues~

Setting forms as required will show the queue’s forms when a ticket is attempted to be created for this queue. This is a great setting if you would like to get additional information upfront about the ticket.

Connect to Jira

Follow this doc to connect this queue to a Jira Project.

Admins and Agents

You can learn more about user roles.

Auto-assign

This setting is hidden in both Jira-enabled queues and for customers with Halp's legacy Jira integration. When a queue is connected to a Jira project, you must configure auto-assignment via Jira automation.

Auto-assign automatically assigns tickets to agents on a rotating basis, eliminating the need to do it manually. To get started, turn on this setting and select the agents you'd like to include in the rotation.

How auto-assignment works

  • When enabled, tickets assign automatically to the next agent in the rotation.
  • This feature only takes into account unassigned tickets. It won't assign tickets that already belong to an agent.
  • Auto-assignment runs after any recipes or Zendesk workflows you may have set up already.

Fields

~This setting is hidden in Jira Enabled Queues~

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.

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

Forms

~This setting is hidden in Jira Enabled Queues~

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.

In Slack, forms will populate in a few places. If a ticket is created where a queue is not defined (App Home, bot-less channels) or in channels tied to queues that have "Form Configuration" set to true.

In Teams, forms will always populate.

How to create 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).

Note: If you want to require forms to be filled out to create a ticket in this Queue, change the form setting in the queue configuration tab.

Statuses

~This setting is hidden in Jira Enabled Queues~

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, you will have 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, Halp will automatically collapse the ticket. If you click the “Close Ticket” button in Slack or Microsoft Teams, the ticket status will change to the default Done status.

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

SLAs

An SLA (Service Level Agreement) in Halp is a powerful feature to make sure your team is responding to requests in a timely, agreed upon 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 where individuals create tickets. All tickets created from these channels will be created in this Queue and route to this queue’s triage channel. To create a request channel, just invite the bot to a channel, select “as a request channel” and the queue you would like to link it to.

Routing recipes

~This setting is hidden in Jira Enabled Queues~

Routing recipes are recipes that send tickets into this queue. These recipes can overwrite other queue based triggers. Learn more about recipes.

 


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