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, invite the Halp bot into the private Slack channel you want to route tickets to using
/invite @halp in the channel.
If you're a Halp admin user, you'll be prompted to select create a new Queue. If this is a public channel you won't be prompted to create Queue, see the instructions below to create a new Queue from the web UI.
If you select the "Queue" option and follow the prompts, a new Queue will be created for you. You can go to your Queue settings in the web UI (Settings > Queues) to see what was created for you. From here you can change which Slack channel is your triage channel, or archive it if you did not intent to create a new Queue.
That's it! You have a new queue to triage requests from.
Creating Queues from the web
You can also create and edit Queues from the web settings. This is useful if you want to have a public channel as your triage channel, the above prompts to create a new Queue only appear when you invite the Halp bot to a private channel.
From the Halp web UI go to Settings -> Queues where you can ad a new Queue. You'll be prompted to pick a name and a Slack channel where the Halp bot has already been invited.
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.