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Introducing the new and improved Halp Answers

TL;DR: We’ve added some exciting new features to our machine learning-based recommendation engine, Halp Answers, including powerful reporting capabilities. Register for our upcoming deminar to see it in action.

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Hey Atlassian Community 👋

I’m Tristan Rubadeau, one of the co-founders and product managers at Halp. Today’s a big day for us as we officially launch Halp Answers out of beta and into the wild!

Over the past year in beta, we listened to your feedback and added lots of new capabilities while continuing to improve our automation engine. We’re excited to share Answers with the broader IT and business operations community and continue to hear your ideas for how to make it even better.

:question_mark: What is Halp Answers?

We like to think of Answers as the smartest way for you and your team to respond to requests in Slack. It acts as an intelligent virtual member of your team, storing and suggesting responses to frequently asked questions in your company’s Slack support channels so you don’t have to repeat yourself.

We’ve seen operations teams across IT, HR, Legal, Customer Support, Sales and more successfully cut down on ticket volume and resolution times by nearly 50%, just by adding a handful of answers to their library. Common use cases span everything from password resets, to HR onboarding questions, to Salesforce entry updates.

Whether you’re new to Answers, or have been using them since we launched our beta last year, we have plenty of exciting features to share:

  • ⚡️ Auto-answer queues: With Auto-Answer Queues, Halp’s machine learning engine automatically detects relevant keywords and presents answers before creating a ticket inside of request channels. You can configure keywords to auto-suggest answers before a ticket is ever created, including in auto-create channels to prevent unnecessary tickets from being added to your queue.

  • 📖 Emoji quick actions: Add a 📖 to any message to store as a response for future use. Build out your library on the fly for questions you expect to get again. You can always go back to customize the matching keywords, insert variable fields, or disable the answer as needed.

  • 📊 NEW Value and performance reporting: We’re excited to give users a way to quantify the effectiveness of their answers. Answers insights provide team-level, queue-level, and answer-level metrics about ticket deflection, answer usage, keyword effectiveness, and more. Quantify the value of the answers you’ve created and time saved. Identify gaps in processes and documentation, and justify resource allocation.

Getting started with Halp Answers

If you’re ready to create your first answer (or start building out your existing library), we’re here to halp. We’ve created some short templates you can use for inspiration – or even copy, paste, and customize to make your first answer in less than 5 minutes. Check out that list of recommendations, and be sure to keep an eye on our community for more feature news and best practices content.

A few other resources you don’t want to miss:

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Introducing the new and improved Halp Answers

TL;DR: We’ve added some exciting new features to our machine learning-based recommendation engine, Halp Answers , including powerful reporting capabilities. Register for our upcoming deminar to...

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