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ICYMI: Queue-level flexibility, deeper MS Teams integration, better reporting & more

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For many, summer is the best time to get a little rest and relaxation in. But as Halpers, we like to mix our R&R with a little bit of GSD (get sh*t done). While we definitely had our fair share of fun in the sun this summer, we also released loads of new features and functionality across our Slack, Microsoft Teams and web apps.

In case you missed it, check out the details below to see what we’ve been working on! 👇

Deeper integration with Microsoft Teams

One of our big focuses this year is to move more of the Halp ticketing experience directly inside Microsoft Teams so users can easily capture, review, assign, and resolve tickets without ever leaving the app. As part of this effort, we recently introduced the Microsoft Teams Halp Tab and Ticket Details view.

The Halp Tab, located in the left-most nav bar, offers a better way to visualize, access, and filter through your most recent tickets. Agents can then click on a ticket in their Halp Tab ticket list to see a snapshot of the ticket details in a pop-up panel on the right side of their MS Teams instance. No more jumping into web view to get the full ticket context. Users can also take quick actions from the Ticket Details view, such as jumping into the associate conversation, or opening the Halp web app to drill down further.

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More privacy for HR, Legal, & Finance teams

Not all information is meant for everyone’s 👀. That’s why we launched privacy settings that help teams like HR, Legal, and Finance keep sensitive information private. In Halp’s queue-level settings, teams can now enable “Private Replies” to designate a queue as sensitive. When someone publicly posts a question in an associated request channel, all 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.

More flexibility at the Queue level

With more of our customers expanding Halp across multiple teams and departments, we’ve recently moved several settings to the queue level to allow for greater flexibility as you scale.

New queue-level statuses allow you to configure different workflows for different teams, as well as better integrate with your existing ticketing systems. Statuses can be updated from the Queue settings page within three main categories: Open, In-progress, and Done.

With queue-based Answers, all Answers are now scoped to a queue, making it even easier for you to manage, sort through, and suggest relevant Answers.

Big changes to Halp Answers

Speaking of Answers, we’ve been hard at work trying to create a smarter, more flexible recommendation engine to help teams automate responses to repetitive questions. Over the past few months, we released:

  • Auto-Answer Queues & Auto-Create Channels: We wanted to give you more choice in the way you auto-create tickets and suggest answers. With Auto-Answer Queues, admins can enable Auto-Answer at the queue level and Halp will present recommended answers before creating a ticket inside of request channels. In an Auto-Create channel, Halp automatically creates a ticket anytime a message is posted in that channel, and marks it with a ⚡️ emoji.

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  • ANY/ALL keyword suggestion: You can now configure two key-word based strategies: ANY and ALL. Separately indicate ANY keywords a query can contain, in combination with ALL keywords that must be included. When Halp Answers attempts to match an Answer to a question, it will first search the text of the request to match any keywords in the ANY section, then match all words or phrases indicated in the ALL section. If there are multiple matches, Halp will present the ALL suggestions first to ensure the most applicable Answers appear at the top.

  • Choose Answer Modal: When responding to a ticket in Slack, you can now click “Choose Answer” to easily view a searchable list of all relevant Answers. It also gives you the option to create a new Answer on the spot if needed.

Better data and insights

New reporting views in the Halp web interface allow you to slice and dice data across categories and expand your date range up to a year, going all the way back to your very first ticket. Stack and compare metrics across multiple entities all in one graph, including across queues and assignees. We also added:

  • Extended date ranges: Look back across your entire ticket history over any 12 month period to assess progress and trends. View key metrics holistically over a longer period of time, as well as in daily or weekly increments.

  • New metrics: You can now view average CSAT and total number of tickets created, in addition to average response and resolution times.

  • Sorting capabilities: As you expand use of Halp across your organization, filter your reports to see metrics for specific queues or assignees.

Web enhancements

While we know you love working in Slack and Microsoft Teams, we want to make the Halp web experience just as enjoyable. That’s why we added several fun enhancements to the Halp web interface over the summer, including: faster, more flexible search functionality to find relevant tickets; the ability to add ticket attachments; and bulk actions, allowing you to change statuses, move to a queue, or archive tickets or recipes.

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To stay on top of our latest product news, make sure you’re subscribed to Halp Atlassian Community updates, and don’t forget to join our Slack sandbox community.

 

Don’t have Halp but want to give some of these new features a spin? Sign up for a demo or start a free trial today!

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