Onboard agents in Slack
- How to Create Tickets
- Where to Work Tickets
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
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.
In App Home
Agents (and requesters) can create tickets from Halp's App Home. Navigate to Halp and click
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 →
Create a ticket.
With a /Slash Command
Tickets can be created by using
/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.
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.
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.
Halp supports the ability to update many tickets at once using Bulk Actions. Currently we support:
- Changing the status of multiple tickets (non-jira only)
- Moving multiple tickets to a queue (non-jira only)
- 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.
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.
- 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)
- 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)
You can also filter your report based on:
- Date range (minimum 7 days)
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.