It’s now easier than ever to use Halp across multiple business departments

[#1]

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.

Hidden Queues for Ticket Creation

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.

Using Halp across departments? Keep things organized with queue-based fields

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.

Small but mighty quality improvements for Forms and Integrations

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

• The title field is automatically added since you'll usually want a title on your form.
• The name of the form is now a placeholder so you give your form a custom name in a breeze.
• Selecting fields for a form no longer includes fields already on that form, huzzah!
• When viewing a list of forms, required fields are marked with a * so you can see how special those fields are.
• Alphabetizing drop-downs now allows you to find forms or fields easier when adding them to your queues.

Jira integration improvements

• Jira Software tickets include a link on the requester thread, and we even support Jira Business projects, so you get the same great Halp experience no matter what flavor of Jira you use!
• When selecting a new Jira or Confluence integration, you will see the project URL and project key to be able to easily distinguish between integrations. No more trial and error to map a Recipe to the right integration!
• @mentioning someone from a Jira ticket will @mention them in Slack. This already was a feature but now supports way more edge cases!

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.

[M Amine]

Good information