Advanced Features

Custom Fields

Configuring custom fields and forms in Halp is a powerful way to gather more information from your end-users and sort different types of requests. Once you set up your fields, check out this article…

Updated 2 months ago by Fletcher Richman

Change Your Team's Create Ticket Emoji

At Halp we're pretty boring and use the 🎫 emoji to create tickets, but we now offer a way to customize whichever emoji you'd like to create a ticket. Think of the possibilities, you could use the 🥌 o…

Updated 5 months ago by Danni Pyle

How to change Queue and Form Visibility for ticket creation

Once you've created Queues to route tickets to different teams , you may want to control where users are able to see that Queue and its forms as an option when they are creating tickets. Halp makes i…

Updated 3 months ago by Fletcher Richman

Notifications from Halp

This is a deep dive on notifications from Halp. It will help you understand who receives notifications, how they get sent, and how to modify settings to fit your notification preferences. Who receive…

Updated 5 months ago by Fletcher Richman

Slack Permissions Scopes for the Halp Slack App

In order to use Halp, the Slack App needs to be installed by a Slack Admin in your organization. When installing the Slack App, we request access to a series of different permission scopes that enabl…

Updated 3 weeks ago by Fletcher Richman

Custom Forms

In order to set up your custom forms, you'll first need to create your custom fields. Check out how to do that here: Custom Fields. Once you have your custom fields set up you can begin to build form…

Updated 4 months ago by Danni Pyle

Powerful recipe suggestions

Halp is an amazing tool without building out your recipes, but if you want a truly powerful and customized system, Recipes are the way to to go! To help you out, we've curated some recipes here that…

Updated 9 months ago by Danni Pyle

What's in a name? Naming conventions for Halp

People often ask us about best practices with channel naming conventions in Slack. Slack wrote a great blog post about naming channels to help users get more out of their workspace, but in this post…

Updated 8 months ago by Danni Pyle

How the Title gets set on a Ticket

In Halp, we've had to rethink the idea of a "Title" for tickets. Unlike emails, conversational tickets don't necessarily always have a subject line. However, it is still valuable to have a ticket tit…

Updated 11 months ago by Danni Pyle

Create tickets with an emoji in a private channel

Private channels in Slack have a unique set of permissions in Halp. As a security measure, Halp does not have access to the private message history permission in Slack. As a result, this is how creat…

Updated 7 months ago by Fletcher Richman

How to combine multiple Slack messages to create a ticket

Sometimes someone will post multiple messages in a channel or direct message that you'd like to combine into a single ticket thread. Start by using the :pin: emoji to mark the first message, and then…

Updated 6 months ago by Andrew Homeyer

Manage tickets across multiple Slack workspaces with Halp

Halp supports multi-workspace functionality on our Enterprise price plan. Below are the steps to get up & running w/ multi-workspace Halp: Install Halp in the ‘parent’ Slack workspace. This is the pl…

Updated 1 year ago by Danni Pyle

Let's Talk About User Permissions in Halp

Halp Roles: Halp has three user roles: Admin, Agent, and End Users Admin:. The user who installs the app to Slack is automatically made the first Halp Admin. They will have a Team Settings Icon in th…

Updated 9 months ago by Danni Pyle

Integrating Halp with any Help Desk System via Email

Halp can be easily integrated with any ITSM or Help Desk platform that accepts incoming email requests. This is accomplished via a recipe in Halp and using the built-in email functionality available…

Updated 10 months ago by Fletcher Richman

Administrative Settings

Administrative Settings - A Deep Dive. Bot Notifications. To turn off DM notifications from the Halp Slack Bot when a ticket is updated, set this to "ONly send ticket notifications to contributors th…

Updated 4 months ago by Danni Pyle

How to connect the Zapier integration

You can integrate Halp with Zapier to trigger actions in thousands of different apps! Add the Zapier integration in Halp . Go to yoursubdomain.halp.com/settings/integrations and select Zapier integra…

Updated 11 months ago by Danni Pyle

How to make a billing admin in Halp

If you have a member of your team that needs access to Halp for billing purposes but won't be responding to any tickets, you can make them a billing admin without increasing your agent count. Here's…

Updated 8 months ago by Danni Pyle

Halp App Home

Slack recently released an "App Home" feature that allows apps to share a private, one-to-one space with a user. You can access App Home from the conversation list in Slack (or by clicking the app's…

Updated 7 months ago by Jesse Litton

Default agent comments to private

While some teams work in a way where the majority of the conversation is public to the requester with only the occasional internal note, other teams have most of their conversation internal. If you f…

Updated 11 months ago by Danni Pyle