When we first built Halp, our user base was comprised mostly of IT professionals managing common technical support requests like keyboard replacements or access requests. Our feature set was focused on making it dead simple to create a ticket and report on it.
But as we saw our usage grow beyond the traditional IT Ops use case to teams across the entire business – from Sales Ops and Customer Success, to HR and Legal – we knew our feature set would have to evolve to meet each new team’s unique needs.
That’s why today we’re excited to announce new privacy settings that empower teams across your business to work conversationally in Slack while keeping sensitive information confidential.
Managing Sensitive Requests in Slack Today
Although many organizations train their employees to use public Slack channels for their questions, when it comes to teams like HR, Legal, and Finance, it’s not uncommon for requests to deal with sensitive details that are best not shared publicly.
For example, an employee might go into the #ask-hr channel and say something pretty generic like “I have a benefits question.” The initial ticket title itself won’t be sensitive, but the communication that occurs thereafter might include sharing private information like the user’s address, social security number, and other Personal Identifiable Information (PII).
Introducing Private Reply Settings
With Halp’s new private reply settings, teams dealing with sensitive information can ensure that confidential details are kept private.
Admins can designate a queue as sensitive by toggling on or off the private replies” setting at the queue-level. Once the setting is enabled, all conversations on tickets in that queue will only occur in the requester’s DM with the Halp bot. When someone publicly posts a question in an associated Slack channel, replies will automatically move to a DM, allowing end-users to comfortably raise requests while knowing their private information will not be open to the entire company.
We’ve also added more flexibility to the slash command setting. You can now choose whether or not tickets made via slash command post to the channel for each queue.
Your team will thank you for making it easy to capture and track requests with privacy in mind.
If you’re a current Halp user, set up private replies for your team and let us know what you think!
Tori StittAtlassian Team
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