How many use Halp Assist in Slack ?

[Ole Steen Larsen]

Just wondering if there is anybody out there that also use Halp Assist in Slack ?

[Emel Doğrusöz]

Hello @Ole Steen Larsen , 

Since Halp is not available anymore, you may want to use Actioner's ticketing solution instead: 

https://actioner.com/solutions/help-desk

https://actioner.com/support-use-cases

https://actioner.com/app-directory/conversational-ticketing-with-zendesk-47

You can connect it to your ticketing tools like Jira Service Management or Zendesk, or use the standalone version. And run all your ticketing and service management actions from Slack. Let me know if you need any help. 

Thanks, 

Emel Dogrusoz 

Co-founder @ Actioner

[Ole Steen Larsen]

Great. Wondered when there would be an alternative to Halp

[Tomislav Tobijas _Koios_]

We were using it in my previous company (actually Halp/Assist and not the new JSM Chat feature), and in the company I'm currently in, we're in designing a solution to deploy the JSM Chat feature probably (a.k.a. Assist for Slack).

[Ole Steen Larsen]

Thanks. Do you use it integrated with Jira or standalone ?

[Tomislav Tobijas _Koios_]

As for JSM Chat, yeah. It's actually a Jira feature, implying that it's 'integrated' with Jira.

Regarding the case in the previous company, the answer would also be yes - we had integration between Slack and Jira by using Halp/Assist. We actually didn't work on any tickets on the Halp interface or in Slack directly, but we mostly used the integration to sync comments between Slack and Jira.
As it was quicker and more efficient to work on issues via Slack, this platform was used for resolving part, and Jira was used to monitor and to add more information on all reported issues (that came via Slack) - e.g. monitoring statuses, adding fix versions, due dates...

[Ole Steen Larsen]

Hi Tomislav,

Working with Slack Halp Assist without Jira is very much what we would like to do. Unfortunately, I am quite new at making a ticket service desk, so there is still some stuff I have not figured out how to do yet in Halp. Mabe you can help me ?

I have defined the following form and fields:

[Ole Steen Larsen]

[Ole Steen Larsen]

[Ole Steen Larsen]

We have two persons as assignees, me and another. We should fill in the Form information, when we receive a ticket.

I assume that the developers solving the ticket are the Followers. They should be able to see the Form information and change some of it, i.e. Status.

I wish that the Created- and especially the Updated TimeStamp fields could be automatically filled and updated, but I haven't found a way to make dynamic in Halp ?

I have not defined the SLA yet, but I guess it will be something simple like 24 hours.

[Ole Steen Larsen]

Now that I have shown you what we would like to do, please also tell me if you would suggest another way ?

[Tomislav Tobijas _Koios_]

Here're some tips for this, by items...

1. Followers - these are something like watchers in Jira. Those users only get notified and can leave comments on existing tickets. More on that here: https://plz.halp.com/article/ouvntg79ma-how-to-add-and-remove-followers-from-a-ticket
   Note: only agents (so billed Halp users) can update tickets. E.g. edit field values or update ticket status. Actually, there is an option in the Queue configuration to allow users to edit ticket fields.
   
2. Do you really need custom fields for this? I'm assuming those fields that are visible in the form (attached screenshots) are custom ones?
   If in Halp web, you navigate to Tickets > Views, you could configure an existing view (or add a new one) so that system fields such as Created At and Last Updated are visible in the queue. More on that here: https://plz.halp.com/article/5790zlyrun-working-in-halp-web
   

Regarding all 'automations', you can navigate to Settings > Recipe Builder and check which triggers and actions are available.

Everything depends on the use case, but in case you need some more complex actions and automation, I would suggest connecting Halp with Jira. You can even open up a free Atlassian cloud site and use Jira - JSW or JSM products. I'm not sure if something like you asked about updating custom fields such as the Date type field is possible via Halp, but it's definitely possible via Jira. So if you had sync between Slack/Halp and Jira, you could accomplish that.

[Ole Steen Larsen]