Onboard agents in Slack

Updated by Jensen

Looking to set up Jira Service Management chat? Visit support.atlassian.com to find guides and more.
Prerequisites:
You must have the Halp app installed in Slack and should be a Halp Agent or Administrator in order to add users to your Triage Channel (making them billed Agents)

How to Create Tickets

In a Request Channel

In order to create a ticket, all you need to do is react to a message with a 🎫 emoji. If forms are required in your queue, it will prompt you to select a form and fill it out. If no forms are required, a ticket will be created with that single click!

A few tips for using the 🎫 emoji to create tickets:

  • You can add the 🎫 emoji to the one-click reactions for your Slack workspace. These help you quickly add reactions by displaying three emojis when you hover over a message
  • You can create a ticket from a multiline message by reacting to the first message with a 📌 and the last message with a 🎫 , which will create 1 ticket containing all of the comments between the two emojis
🎫 is the default ticket creation emoji. If the 🎫 is not working, please check in with your Halp Admin to see if they changed the default recipe.

With the form requirement setting enabled, the user who reacts with the emoji to create a ticket will receive the form prompt. If you want users to submit a ticket in a request channel and fill out a form, but not require that they react with the emoji themselves, you may look into using the [auto-create feature] for that channel in conjunction with the form requirement setting.

In a Public Channel That the Bot Has Not Been Invited To

If you add a 🎫 emoji to a comment in a channel where the bot hasn't been invited, you will be prompted to fill out a form (segmented by Queues, with each Queue having their own related forms). The bot does not have permissions to post in that channel, so it will send a DM to the requester and an agent ticket to the proper Triage Channel.

In a Slack DM

If you add a 🎫 emoji to a comment in a DM, you will be prompted to fill out a form (segmented by queues). The bot does not have permissions to post in that channel, so it will send a DM to the requester and an agent ticket to the proper Triage Channel.

Note: Halp does not work in multi DMs (or group DMs) where you have more than two users in one direct message (MDM). In order to make a ticket from a MDM, please use a “message action”

In App Home

Agents (and requesters) can create tickets from Halp's App Home. Navigate to Halp and click Home -> Create a ticket. It will send a DM to the requester and an agent ticket to the proper triage channel. These tickets will never post to a Request Channel, only in the DM and the Triage Channel.

With a Slack Shortcut

You can click the :plus: anywhere in Slack and be prompted to “create a ticket in Halp”. Click → Halp -> Create a ticket.

With a /Slash Command

Tickets can be created by using /support, /helpdesk, or /halp. Type a slash command and click enter to be prompted to fill out a form to create a ticket.

In Halp Web

In Halp Web, you can click on “create a ticket” anywhere from the Ticket List view. Select a queue and a form, and that ticket will create in Halp and send to the appropriate Triage Channel.

Where to Work Tickets

There are a few ways to work tickets as an Agent. You can choose to answer tickets directly in Slack, in Halp Web, or within Jira or Zendesk, via a synced integration.

In Slack

Agent tickets live in two places in Slack. You can a ticket from the Triage Channel connected to your queue, or from App Home which provides filtering options. Messages in either thread will sync back to the ticket.

Private Notes

To add private notes to a ticket from Slack, all you need to do is preface your message in the thread of the ticket in the Triage Channel with a 🔒 emoji. Doing this will allow you to collaborate with other agents in your queue, or leave notes.

Note: If you have Default agent reply type set to Private, you need to use a :mega: to post a public message.

In Halp Web

Commenting On and Editing Tickets

You can comment/edit a ticket directly from http://[subdomain].halp.com . Open a ticket and reply publicly or privately and the responses will sync back to Slack.

Bulk Actions

Halp supports the ability to update many tickets at once using Bulk Actions. Currently we support:

  1. Changing the status of multiple tickets (non-jira only)
  2. Moving multiple tickets to a queue (non-jira only)
  3. Archiving multiple tickets

Select your tickets from your ticket list (you can also use the checkbox in the table header to select all tickets on the page), and select one of the actions.

Note: In Slack, moving a ticket to another queue also involves moving all the messages to the corresponding triage channel, so this can take a few minutes, especially for large tickets! Also, be aware that moving a ticket to a queue you are not an agent of (to escalate the ticket for example) will result in you being unable to view that ticket anymore.

Reporting

Halp displays a visual dashboard so you can view and customize your report. Navigate to the left side pane of Halp web and click the Reporting icon.

Reporting Metrics
  • Number of tickets created
  • CSAT (Average CSAT calculated as the sum of all positive CSATs divided by the amount of total CSATs)
  • First response times (Calculated as the sum of all first response times in the date range divided by the amount of those first response times)
Note:
- First response times will only be calculated once the ticket is created. If an existing Slack thread already has an agent reply before the ticket is created, the existing reply will not count towards first response time
- If a ticket receives its first response from an agent outside of working hours, we won't track that timestamp and can't complete the calculation. The same would go for a ticket that was closed after not receiving an agent reply
  • Resolution times (Calculated as the sum of all resolution times in a date range divided by the amount of those resolution times)
Reporting Filters

You can also filter your report based on:

  • Queue
  • Assignee
  • Date range (minimum 7 days)

Answers

Answers is currently only available on our Slack product.

Answers allow your team to build a knowledge base in Halp for frequently asked questions and frequently sent replies. More on how to create answers from Slack, use Answers to resolve tickets, and Answers reporting in Halp Answers.

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