Halp Pricing & Billing FAQ
How much does Halp cost?
Halp charges per Agent or Admin who is in a Triage Channel or Triage Team.
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.
What kind of pricing model does Halp use?
Halp charges per Agent or Admin who is in a Triage Channel in Slack or Triage Team in Microsoft Teams. These are the users that edit tickets, manage multiple tickets, add private notes, and manage settings.
What does Halp consider an Agent?
An agent is any Slack User who is in a Slack Triage Channel. 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.
What does Halp consider an Admin?
An admin is a user that not only has the ability to do everything an Agent can, but also can edit fields, forms, recipes, and other administrative settings.
For more info on Halp permissions, see this article.
What does Halp consider “Triage Channel" or "Triage Team"?
A Triage Channel is any channel in Slack and a Triage Team is a Team in Microsoft Teams where tickets can be routed to for Agents to respond to them and is connected to a Queue. For example, you might have a channel in Slack called #it-triage where all tickets go to by default and a #facilities-triage channel where facilities tickets get routed to. Both #it-triage and #facilities-triage are considered triage channels. In Microsoft Teams you would have separate Teams for IT and Facilities with a default channel where tickets get routed. There may be corresponding public channels for #it-help and #facilities-help; those are not considered triage channels.
Will I be billed for an Agent or Admin that is not in any Triage Channels?
No. This is useful for if you need the billing contact to be someone who is not an Agent or Admin. You can add them to a triage channel, make them an Admin, and then remove them from the triage channel. Here's a more in depth article on Billing Admins.
Will I be billed for regular End-Users that are requesting tickets?
No, you can have unlimited users requesting tickets and will not be billed for them. These users cannot be assigned tickets, cannot read or write private notes, and cannot access the Halp web interface.
Will I be billed for an Agents in Triage Channels even if they’ve never logged in to Halp?
Yes. As soon as a user is added to a triage channel, they can view all the tickets in that channel and have full Agent capabilities. We've built in a six hour waiting period before we charge your card so if you accidentally invite someone to a triage channel, just be sure to remove them from the channel within that timeframe.
What happens when I add or remove an Agent from a triage channel?
When you add an Agent to a triage channel using /invite, you will be notified that an agent was added via a Halpbot notification in the Slack channel and 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 /kick or /remove in Slack, you will renew at your lower agent count upon the next billing cycle.
I accidentally made a channel a triage channel, what should I do?
First, you should unset that channel as a triage channel. If the channel was made a triage channel via Ticket Recipes, you should delete the Ticket Recipe.
If the channel was made a primary triage channel you can change it from the settings page, See more here.
If you were charged erroneously, contact us here.
Will I be charged more if one of my agents is in more than one triage channel?
No, an Agent or Admin can be in as many triage channels as they want and will only be charged as 1 paid user.
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 firstname.lastname@example.org to ensure the discount is applied.