2020 was one wild ride of a year for all of us, especially for internal support teams. Many of us shifted from the norms of in-person meetings and support to video calls, Slack/Microsoft Teams messages. Forcing all of us to figure out the best way to support a new distributed framework.
Looking back over the past few months, Halp’s product team focused on building out queue-based fields and forms, hidden queues, and improving our Jira integration. Additionally, the Halp team brought its ticketing system not only to Atlassian’s biggest support channel but over 60 internal Atlassian support teams in less than two days.
We also can’t forget our biggest release in November, where we introduced Halp for Microsoft Teams! In addition to expanding our multiple team use cases, we started to roll out a bunch of small but mighty improvements to the Halp UI. As we continue to make our customer requests a priority you should expect to see many more improvements to our Web UI in 2021.
We introduced a new setting for Queues - Ticket Creation Visibility. This controls whether a Queue and its Forms show up in App Home and when tickets are made in a channel not associated with any Queue.
Queues default to visible, but you can change the visibility to hidden if you don't want a queue to show up in these places.
Fields on Queues is an important feature that gives you more control over how Agents can see and edit fields.
When creating or editing a field, you can choose whether the field is visible on all Queues (global), or on a specific Queue. Queue-specific fields will only be visible on forms and tickets created in that Queue. Your current default to fields have been set to All Queues (global). You can modify them in your settings.
Once you've set up Queue-based fields, you'll only see fields relevant to that ticket in the Slack edit ticket button and Halp web ticket view.
There was a release of a flurry of small improvements made last month to make it easier for Halp users to amend and search for forms. Additionally, for our Jira integration users, we added several necessary functions to make it easier to link issues and notify requestors on tickets in Slack.
Creating and modifying forms
Jira integration improvements
We can’t thank you all enough for your support this past year. Your requests and candor have helped strengthen, develop, and expand Halp into a better product.
Got a feature you’d like to see in 2021? Drop us a line below or join the Halp Ops Community! We are always eager to help unblock all internal business supporting teams to make you productive in Slack or Microsoft Teams. We wish you all a healthy and happy 2021.
Tori StittAtlassian Team
Hey Community, We are excited to announce that we’ve added a better way for Microsoft Teams users to visualize and access your current Halp tickets. Introducing the Halp Tab for Microsof...
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