Halp Pricing & Billing

Updated 2 months ago by Rachel Armstrong

Halp Pricing

Halp charges per Agent and Admin user. Halp users are determined by who is in a Triage Channel (in Slack) or Triage Team (in Microsoft Teams). A Triage Channel / Triage Team is the unique channel you set up for your agents to view, assign, and resolve tickets.

Our pricing is progressive, meaning that we offer volume discounts as you add more users. Each users' unit price is based on the pricing rate in which the user falls.

For more information and a pricing calculator see: https://halp.com/pricing

Halp User Types

There are 3 types of users in Halp:

  • Agents
  • Admins
  • Non-Billed Admin

An Agent is any Slack or Microsoft Teams User who is a member of a dedicated Triage Channel or Triage Team. This is a user that can be assigned tickets, access the Halp web interface, add private notes to tickets, and a variety of other Agent actions.

An Admin is a user that not only has the ability to do everything an Agent can, but also can edit and customize Halp Settings.

A Non-Billed Admin is a Admin user that is not in any Queues. These users only have the ability to access the backend Halp settings for Billing purposes, like adding a credit card. Non-Billed Admins do not increase your agent count as they are not members of any Queues. They are not be able to view any tickets or metrics.

Halp does not charge for Requesters, or folks that are requesting tickets. These users cannot be assigned tickets, cannot read or write private notes, and cannot access the Halp web interface.

How to Create a Non-Billed Admin

If you have a member of your team that needs access to Halp for billing purposes but won't be responding to any tickets, you can make them a Non-Billed Admin without increasing your agent count. Non-Billed Admins only have access to the backend settings within the Halp web app for billing purposes. Since they are not members of any Queues, they will not be able to view any tickets or metrics. Here's the steps to create Non-Billed Admins in Slack and MS Teams.

In Slack
  1. Add the user as an Agent: In the Slack app, use the /invite slash command in any Triage Channel to add the user you want to make a Non-Billed Admin
  2. Make the user an Admin: In the Halp web app, have an existing Halp Admin go to Settings > Admins & Agents. Find the user, click Edit User and select Admin from the dropdown
  3. Remove the user from the Triage Channel: Navigate back to the Triage Channel in Slack and /remove the user
In MS Teams
  1. Add the user as an Agent: In the Teams app, click the ... button next to a Triage Team, and click Add Member, then find the desired user and add them
  2. Make the user an Admin: In teams.halp.com, have an existing Halp Admin go to Settings > Admins & Agents. Find the user, click Edit User and select Admin from the dropdown
  3. Remove the user from the Triage Team: In the Teams app, click the ... button next to the name of the Triage Team again, and click Manage Team. Find the user and click the X on their name

Once these steps are followed in either product, the user will now have access to the Halp web app to input payment information without being counted as a billable Admin or Agent. In order to not be charged, these changes need to be made within an hour. Otherwise, they will be billed as a paid agent.

Frequently Asked Questions

Will I be charged for Agents in Triage Channels/Triage Teams even if they’ve never logged into Halp?

Yes. As soon as a user is added to a Triage Channel/Triage Team, they have full Agent capabilities and can view all the tickets in that channel. We've built in a six hour waiting period before we charge your card so if you accidentally invite someone to a Triage Channel or Triage Team, just be sure to remove them from the channel within that timeframe.

Will I be charged more if one of my Agents is in more than one Triage Channel/Triage Team?

No, an Agent or Admin can be in as many Triage Channels/Triage Teams as they want and will only be charged as one paid Halp user

What happens when I add or remove an Agent from a Triage Channel/Triage Team?

In Slack

When you add an Agent to a Triage Channel using /invite, you will be notified in a few different ways:

  • In the Slack Channel, you’ll receive a notification that a new user was added as a Halp agent
  • Your Admin will be notified that an Agent was added via an email notification

You will be automatically charged for the new Agent for the remainder of the billing cycle. The fees for the additional Agents shall be based on the pricing then in effect under the existing Order, prorated for the Subscription Term for the additional licenses.

When you remove an Agent from a Triage Channel using /remove in Slack, you will renew at your lower Agent count upon the next billing cycle.

In MS Teams

When you add an Agent to a Triage Team using ... button next to the name of your Triage Team, and click Add Member, you will be notified in a few different ways:

  • In the General Channel for the Team, you’ll receive a notification that a new users was added as a Halp agent
  • Your Admins will be notified that an Agent was added via an email notification

I accidentally made a Channel/Team into a Triage, what should I do?

First, you should remove the Halp app from the Triage Channel/Triage Team. If you intended for the channel to be a Request Channel, then re-invite the Halp app to the channel and set it as a [Request Channel], not a Queue.

If the Channel/Team was made into the Default Triage Channel/Team, you can change it from the settings page.

If you were charged erroneously, contact us here.

Do you offer a discount for Non-Profits?

Yes, we offer a 75% discount for Non-Profits, 50% discount for EDU customers, and 100% discount for open source projects. See Atlassian's Billing FAQ for details, and reach out to sales@halp.com to ensure the discount is applied.

How do I cancel Halp?

If you would like to cancel your Halp account, please submit your request with our Support Team.

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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