How to create queues to route tickets to different teams in Slack

Wanting to use Halp to send tickets to the different teams within your organization? With queues, you can route tickets to specific triage channels so that your IT requests don't get mixed in with your Ops requests!

First things first, make sure you've invited the Halp bot into the Slack channel you want to route tickets to using /invite @halp in the channel.

Next, in your Halp web UI, go to Settings > Queues in order to create a queue for your triage channel.

After creating a queue for your triage channel, you'll be able to create a recipe to help you route tickets from other channels to this queue. There's a few different ways you can create a recipe to route tickets to a queue, but in this example, when the 💾emoji is attached the ticket will get sent to the IT Operations queue.

That's it! Tickets that match that criteria will now post to that channel. You can set up various other recipes for routing tickets in the Recipe Builder Tab in the Halp web UI as well, so see what works best for your team!

Reminder - all users in the channel tickets are now being routed to will be added as agents, which will affect your billing. Those users will only be able to view tickets for the channel they are a part of. If a user is already a member of an existing triage channel, you will not be double charged for them.

Looking for a live demo to show you how all this works? Register for our weekly webinar where we answer questions and show you Halp!


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