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Getting Started

Slack App Home Overview

With Halp installed in Slack, your users and agents will see the Halp App in the App section of their Slack account. This application home gives both end-users and agents a “home-base” for all things…

Updated 1 week ago by Paulene Nguyen

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 3 months ago by Danni Pyle

Recipe Basics

In Halp, “recipe” is essentially a simpler way of saying “super powerful, organization-changing, time-saving, workflow builder that will rock your world.” 😄 The recipe builder in Halp allows you to t…

Updated 2 weeks ago by Paulene Nguyen

How to think about implementing Halp

Implementing a new software is challenging – there are so many questions to answer! How does the software work? How do I get my organization to actually purchase it? What’s the best way to roll it ou…

Updated 2 weeks ago by Paulene Nguyen

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 1 month 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 weeks ago by Danni Pyle

Definition of terms and concepts for Halp

Key terms. Request Queues / Channels: Channels or Teams where the Halp bot is present and end users can submit requests or tickets for a given triage team. All queues must have only one triage team a…

Updated 2 weeks ago by Paulene Nguyen

Triage Channels and Request Channels in Slack

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

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. In Slack, if you preface a message in a thread with the :lock: emoji, it will be a private note. In…

Updated 4 months ago by Danni Pyle

What exactly is Halp?

You’ve stumbled, sifted, or searched your way through the great wild interwebs to find yourself at our front door. Now that we have your attention, let’s clarify what exactly it is that we do around…

Updated 1 week ago by Paulene Nguyen

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 1 month 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 1 year 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 3 weeks 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 1 year 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 1 year ago by Danni Pyle

How to create an SLA (Service Level Agreement)

We're in the process of rolling out a new version of SLAs - currently in private beta. Learn more here. An SLA in Halp is a powerful feature to make sure you or your colleagues are not taking too lon…

Updated 1 week ago by Danni Pyle

How to add and remove followers from a ticket

Tickets often need multiple people involved to be resolved. Halp makes it easy to add other followers to tickets. Followers will receive direct messages whenever new comments are added to the ticket.…

Updated 3 months ago by Danni Pyle

Agent Answers Suggestions

Agents in Halp have the ability to create, view, and send saved answers to a ticket in just a couple easy steps: Create Answers. The first step is to create answers for your agents to choose from. Th…

Updated 1 week ago by Paulene Nguyen

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 11 months ago by Elle O'Connor

How to invite new agents

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 Triag…

Updated 4 months ago by Danni Pyle

Recipe Best Practices

Halp recipes are a powerful feature that allow you to trigger different actions. While they are pretty straightforward, there are a few things to keep in mind while creating recipes. Halp Recipes are…

Updated 1 week ago by Paulene Nguyen

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