💥 ICYMI: End-to-end Teams ticketing, SLAs, and more

[#1]

Hey Halp community! 🙋🏻‍♀️

Where does the time go? It’s like we blinked and suddenly we’re all the way through the holiday season and a month into the new year.

While the chilly temps have forced many creatures deep into hibernation, the busy bees on the Halp team have still been working away on lots of fun new features for you all (and, okay, maybe hibernating a little here and there too).

Read on for the TL;DR on what we got up to over the fall and winter months, and let us know what you think in the comments below!

🎫  A seamless Teams ticketing experience from end to end

While we love our web app, we also want every team to be able to run their entire help desk from their chat tool from start to finish. That’s why we introduced a number of new features that empower our users to get the full Halp ticketing experience directly within their Microsoft Teams instance.

• Details view: Agents can now click on a ticket in their Halp Tab ticket list and see a snapshot of the ticket details in a pop-up panel on the right side of their MS Teams instance. They can also take a number of quick actions from that view. No more jumping into the web to get the full ticket context.

• Editing: Agents can now edit and update the title, assignee, and status of a ticket without ever leaving Teams. Make changes on the fly without context-switching!

• Filtering: Admins and Agents can now filter tickets by queue, status, assignee, and more – directly inside their Halp Tab ticket list view.

Pro Tip: If you’re interested in more ways to optimize your Microsoft Teams experience outside of Halp, check out our ebook, “3 ways to make your team fall in love with Microsoft Teams.”

🚨 Supercharged SLAs

SLAs are a key part of measuring the service management work we all do, so we decided to give ours a refresh. We moved SLAs down to the queue level, so each team can have their own. You can set up breach and pre-breach notifications that will alert your agents in Slack or MS Teams, and have more granular control over the conditions when an SLA timer starts and stops. You can read more about it here.

*for Slack plans premium and above

🔒 A new layer of privacy for requests in Slack

Not all information is meant for everyone’s 👀. That’s why released new privacy settings that help teams like HR, Legal, and Finance keep sensitive information private in Slack.

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.

We 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.

👀  What else do you want to see?

We’ve got lots of great stuff cooking for y’all that we can’t wait to share, but we also want to hear your ideas! Some of our best features come from your brains, so be sure to share them in the comments below or using the web app feature request form in the “Need halp” menu.

And don’t forget to subscribe to keep up with the latest Halp news. 📰

[Ole Steen Larsen]

How can you make Created and Updated Timestamp fields in Halp Slack that are dynamically updated ?

How can you reopen a ticket ?