ICYMI: New Halp for Microsoft Teams Features, Enhanced Ticket Filtering & More

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2021 is flying by, and the Halp team has been hard at work cranking out new features for you.

We’ve spent a lot of time this quarter adding improvements that offer a more streamlined experience for any team using Halp across your organization. Whether you’re a deal desk admin managing end-of-quarter requests, an HR director onboarding new employees remotely, or a customer success manager trying build better relationships, our latest enhancements make it even easier for you to capture, manage and track requests in Slack and Teams.

Check out what we’ve been working on below and let us know what you think!

Major Upgrades to Halp for Microsoft Teams

You asked and we delivered. This quarter we added several highly requested features to Halp for Microsoft Teams:

• Ticket Attachments: Include relevant attachments on Halp tickets in Microsoft Teams. When viewing a ticket in Teams, simply click “Add Attachment” and choose a file to upload. You can then reference the attachment at any time by clicking the “View Attachment” button.

• Routing Recipes: Route tickets between queues to ensure the right teams – from HR and Sales Ops, to customer support and IT – see requests. Using recipe conditions like custom fields, form types, assignee and more, automatically trigger requests to route to the relevant triage channels. You can also edit tickets posted to the incorrect queue to manually re-route them to the appropriate channel.

• Turn DMs into Tickets: Finally, a way to bring order to the void of your DMs! When someone pings you directly with a request, you can now add it to a queue by hovering over the message and selecting the “Create a Ticket in Halp” action. A ticket will immediately be created in the selected queue, and the requester notified.

• Integrate with Jira Server: Building on our existing Jira support, Halp now integrates with Jira Server to sync issues bi-directionally between tools. Follow these steps for easy setup.

Enhanced Ticket Filtering

This quarter, we launched a complete redesign of the ticket filtering experience, adding more flexibility to existing filters along with new functionality that makes it easy to extract a list of the most relevant tickets. Some of the latest enhancements include:

• Bookmarking: We've updated the ticket list page so that ticket filters will be automatically added to the URL. This makes it easy to bookmark a ticket filter URL to come back to later or share with a coworker. 

• Collapsable filter bar: After you've got the perfect filters, you can collapse the filter bar to maximize screen space for managing tickets! 

• Filter by requester: This highly requested feature lets you select all tickets from one or multiple requesters. 

• “Last updated at”: Another powerful new field that allows for filtering and sorting by when a ticket was last edited/commented on. Try sorting by most recently updated to triage tickets as they come in real time!  

Improved Web App Tickets

We love delighting our customers wherever they work – whether that’s in Slack, Microsoft Teams, or their browser. That’s why we’ve added a few new features to make it easier for agents to edit and respond to tickets in the Halp Web App, including:

• Automatic real-time ticket updates. When comments, fields, statuses, etc. are changed, the web app will immediately update – no more repeatedly refreshing the page.

• Custom Fields organized by context. In the bottom right corner, you'll see fields for that ticket's form first, then fields specific to that ticket's queue, and finally remaining global fields.

• Add, edit, and view followers. Now it’s easy to keep everyone in the loop! (currently a Slack-only feature)

We also added a number of small improvements that make it easier to get to the information you’re looking for, including the ability to hide almost any field from view, type-to-search and alphabetization for editing fields, statuses, assignee, etc., and "Agent" indicator in messages to make it easier to quickly scan the history of a conversation.

Slack Workflow Builder Triggers

The Slack Workflow Builder is a powerful tool for building automations directly in Slack. You can now add "Create a Halp ticket" as a step to any Slack workflow. This unlocks powerful new opportunities such as using a webhook to trigger a Slack workflow that creates a Halp ticket, or kicking off other actions with additional workflow steps like triggering an alert in PagerDuty or a poll from Polly.

Keep the Conversation Going

We have many more exciting product updates to come, and a full calendar of events this season, so keep an eye out and be sure to to stop by and say hello!

• ACES Conference - every Thursday in May

• Slack Frontiers Asia Pacific & Europe 2021 - May 18-19

• Webinar: How Delivery Hero Improved Team Collaboration and Productivity with Slack and Atlassian - May 26

We always love to hear your feedback and comments about Halp. Drop them below or join us in the Halp Ops Community!

[Max Luedke]

I love the routing recipes in MS Teams!