Getting Started with Halp Answers
Knowledge bases are cool and everything, but at Halp we know that what really matters are answers.... Halp Answers that is!
Marking Messages as an Answer in Slack:
Any message on a ticket thread in Slack can simply be marked with an emoji and saved as knowledge. We typically see users marking messages they flag as relevant or messages that led to ticket resolutions. You can then add ANY/ALL keywords and edit your Answer's text.
Create an Answer in the Web:
Answers can also be created in the Halp web app which offers advanced functionality to define keywords manually and you can also template your responses with dynamic variables such as `requester.name`.
The Agent Experience:
When a new ticket lands in the Triage Channel we use Natural Language Processing to match the ticket's question to your saved answer. We realize this isn't a perfect science and instead of auto answering, which often leads to a bad experience for the requester, we present many suggested answers to the Agent. This empowers the human answering the ticket to judge if the answer needs to be edited or customized before sending.
You can go to the Halp web app to view and manage your answers.
The Requester Experience:
The requester ticket is then updated with the personalized and correct answer to their question.
Auto-create & Auto-answer:
If you would like to set up a more automated experience you should look into enabling Auto-create and/or Auto-answer. You can read more about this functionality HERE.