What is a Halp ticket and how does it differ from a Jira ticket?

Question

I am learning about Halp with an eye towards integrating it with Jira and Confluence. One thing I keep coming across, but cannot find answers about is "Halp Tickets".

The article "Jira Status and Workflow syncing" states "This article explains how Halp syncs the ticket status between the Jira issue and the Halp ticket"

What are these Halp Tickets?  Do they even matter when integrated with Jira?

Jack Brickey · Answer

thanks for sharing. good info for sure. though i have to say I don't quite get the value at least for my needs. certainly see where non-jira teams that are using Slack would be interested. will be interesting to see where integration w/ Jira goes over time.

Rob Horan · Answer

Thanks Jack - I got something of an answer from Halp directly, by working on the Halp sandbox and asking there. This is what was shared with me:

Answer 1: when you're using Halp w/ the Jira integration, your Halp tickets should be identical to the corresponding ticket in Jira. In that way, Halp is acting as a middle man to facilitate the larger transaction between Slack & Jira.That being said, there are a few significant things that Halp does in Slack beyond being the middle man - The App Home for Halp is a great example, wherein users & agents can keep track of tickets they have in flight, make new tickets, reply to existing tickets, etc.Answers is another good example.

Answer 2: the way I would think about it is that Halp keeps a copy of your tickets so that we can better manage ticket changes without being 100% dependent on the Jira/Slack APIs. if Jira goes down, or if a ticket needs to be able to get moved from 1 slack channel to another, we are able do that using the data in the Halp ticket. But from the user experience perspective, they dont ever need to know the Halp ticket exists.another handy benefit of this is that if a team wants to use Halp that doesn't have Jira, they can get up and running easily and use the Halp back end, and escalate tickets to the team on jira

Jack Brickey · Answer

I think that is, as yet, unclear. AFAIK, there has been little shared publicly about Atlassian's exact plans here. It could be that they treat it just as they did with Trello and let it be its own product w/ little integration or maybe they will tightly couple it allowing agents to work in either environment on the same issue. Time will tell but expect that to be 12-24mo before it is well know. Regardless, I don't expect the Community to have the official word here. At least before it is announced in other official channels. Just my $0.02.