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 11 months ago by Fletcher Richman

Change Your Team's Create Ticket Emoji

This feature is currently only available on the Slack product. We are working to add these functionalities to the MS Teams product. At Halp we're pretty boring and use the 🎫 emoji to create tickets,…

Updated 9 months ago by Danni Pyle

Export to CSV

Exporting your ticket data from Halp can be done by taking advantage of the 'Export CSV' functionality. Any admin or agent will be able to export ticket data from the web portal. To do this navigate…

Updated 3 months ago by Daren Nkomo

Update multiple tickets with Bulk Actions

Halp supports the ability to update many tickets at once using Bulk Actions. Currently we support: Changing the status of multiple tickets. Moving multiple tickets to a queue. Archiving multiple tick…

Updated 5 months ago by Cameron Fletcher

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 4 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 4 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 10 months ago by Fletcher Richman

Creating a queue-specific form

Forms can live and appear in different spots within Halp and Slack. Let’s start with the basics: In Fields - Fields can operate at two different levels in Halp: global or Queue-specific. As the names…

Updated 1 week ago by Paulene Nguyen

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 1 year ago by Danni Pyle

Powerful recipe suggestions

These recipes are currently only available on the Slack product. We are working to add these functionalities to the MS Teams product. Halp is an amazing tool without building out your recipes, but if…

Updated 8 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 1 year 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 2 years 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 1 year 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. If in a channel, we recommend it being one with the Halp bot invit…

Updated 4 months ago by Andrew Homeyer

Prompting Slack Users to Refresh Their Session

Agents and admins using Halp authenticate through their Slack login. When authenticating, Slack gives Halp permissions (which may be reviewed here ) as well as a token so that Halp may act on behalf…

Updated 7 months ago by Katherine Rosenkranz

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 6 months ago by Danni Pyle

Integrating Halp with any Help Desk System via Email

This currently only works with the Slack product. We are working to bring the email follower functionality to the MS Teams product as well. Halp can be easily integrated with any ITSM or Help Desk pl…

Updated 9 months ago by Fletcher Richman

Administrative Settings

Administrative Settings - A Deep Dive. These settings are currently only available on the Slack product. We are working to add these functionalities to the MS Teams product. Bot Notifications. To tur…

Updated 9 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 5 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. Billing…

Updated 6 months ago by Rachel Armstrong

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 1 year ago by Jesse Litton

Halp Statuses

Statuses live at the Queue level and can be edited from the Queue settings page. There are three status categories: Open : Tickets that are created and/or waiting for support. In-Progress: Tickets th…

Updated 3 months ago by Jensen

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 2 years ago by Danni Pyle