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Getting Started

How to remove an agent

Halp bases your agent count on the members of your Queues. You can see a full list of your agents and edit their permission levels from your halp web UI by going to Settings > Agents. Here you can al…

Updated 1 month ago by Danni Pyle

Creating Tickets from Slack Direct Messages

Oftentimes, being a help desk agent means getting constantly DM'd in Slack with questions, requests, and the like from people in your org who may not know where to get the help they're looking for. L…

Updated 7 months ago by Rachel Armstrong

Using Halp to send email requests into Slack & MS Teams

In addition to using Halp to track and categorize your requests from Slack & MS Teams, you can also set it up so inbound emails create tickets in Slack/MS Teams. Any messages left by your agents on t…

Updated 3 months ago by Danni Pyle

Triage Channels and Request Channels

Triage Channels. A Queue is where tickets live, and is connected to a triage channel in Slack. A triage channel is the channel where your agents see and interact with tickets. When a ticket is create…

Updated 1 month ago by Cameron Fletcher

How to add a private note to a ticket in Slack

A private note is only viewable by agents and admins, the requester of the ticket will not see it. If you preface a message in a thread with the :lock: emoji, it will be a private note. Private notes…

Updated 7 months ago by Danni Pyle

How to customize your Halp Slack Bot Icon

Often times, it's nice to have your own custom logo and custom bot username. If you're on the professional plan, you can do just that. Go to your Settings > Appearance & Messaging page and click Conf…

Updated 7 months ago by Danni Pyle

How to set or update your triage channel in Slack

Once you've authorized the Slack App, the first step is to set your queue. This is the default channel where tickets will appear for your team to assign, edit, and answer. In Slack, use /invite to ad…

Updated 7 months ago by Danni Pyle

How to create a form to categorize Slack requests

A form is a great way to efficiently gather the information you need from your end-user. With Halp, you can also use forms to easily categorize requests so they can be tracked and routed to the appro…

Updated 5 months ago by Danni Pyle

How to create queues to route tickets to different teams in Slack

Wanting to use Halp to send tickets to the different teams within your organization? With queues, you can route tickets to specific triage channels so that your IT requests don't get mixed in with yo…

Updated 7 months ago by Danni Pyle

How to create a ticket with an Emoji Reaction in Slack

One of the most powerful features of Halp is to convert any existing Slack message into a ticket by reacting to it with an emoji. Here's how: Simply react to any message in a public channel with a :t…

Updated 7 months ago by Danni Pyle

How to create an SLA (Service Level Agreement)

An SLA in Halp is a powerful feature to make sure you or your colleagues are not taking too long on your tickets or breaking any service agreements with your end users. To create an SLA, go to Settin…

Updated 1 month ago by Danni Pyle

How to add and remove followers from a ticket

This feature is currently only available on the Slack product. We are working to add this functionality to the MS Teams product. Tickets often need multiple people involved to be resolved. Halp makes…

Updated 1 month ago by Danni Pyle

How to Submit a Ticket in Slack via Halp (End-User Documentation)

Turn messages into tickets without ever leaving Slack. There are two ways to do this: you or an agent can turn your message into a ticket w/ the ticket emoji; or go to App Home aka the Halp app in Slack.

Updated 4 months ago by Elle O'Connor

How to invite new agents

To invite teammates to become agents in Halp, you first need to set up your triage channel. Then, simply invite the users you want to be agents to the triage channel using /invite or by @ mentioning…

Updated 1 month ago by Danni Pyle

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