How to invite new agents
Updated 5 months ago
In Halp, managing agents is as simple as adding and removing members from a Slack Channel or MS Teams Team. When you first setup a Triage Channel/Team, you map it to a queue. Any members of the Triage Channel/Team are therefore automatically configured as agents on the corresponding queue.
- When you create a new Triage Channel/Team, any pre-existing members will now be considered agents on the corresponding queue
- When you add members to an existing Triage Channel/Team, they will be automatically added as an agent on the corresponding queue
- When you remove members from an existing Triage Channel/Team, they will be automatically removed as an agent on the corresponding queue
- If a user needs to work on multiple queues as an agent, you can simply add them to multiple Triage Channels/Teams. For billing purposes, they will only be counted once. Visit Halp Pricing & Billing FAQ for more information
If you are using Slack
Simply invite the users you want to be agents to the triage channel using /invite or by @ mentioning the user in the channel.
After the agent has been invited to the channel, they will need to go to yoursubdomain.halp.com and click "Add to Slack" to sign up for their Halp agent account.
Once they have completed the Slack authorization process, they will have access to tickets in the Halp web app and the Slack triage channel. They will be able to be assigned to tickets and reply as an agent. If a newly created agent is unable to create tickets from DM's, ensure they have signed into the web, as this is what gives the app permission to read direct messages.
If you are using MS Teams
Select the team you use as your Triage Team and "Manage team." On the "Members" tab click "Add member".
Want to see how to remove an agent? Check out the steps here: How to remove an agent.