Discover our Blog to get updates, news and announcements for Halp
We are stoked to start 2020 off with a big feature push, App Home. A project we worked on in conjunction with our friends over at Slack.
Learn how Slack's Business Technology Operations team rolled out Halp with a Jira Service Desk integration to their entire company in just a few weeks. It's been a huge success, with 97% of tickets being submitted via Slack and a 50% improvement in handle time.
Threaded messages are a list of comments that roll up to an initial or parent message. You see examples of this in many daily tools and social apps we use today. Slack threaded messages are very similar in nature but also beneficial to keep channels clear, provide transparency, and work asynchronously as a team.
Shared Studios’ Globally-Distributed Team Relies On Halp To Manage Their Interactive Tech Spaces Around The World. When searching for a solution, Shared Studios looked for an IT ticketing platform that would bridge language barriers and help them solve technical problems quickly and efficiently across their global teams. Their team needed a way to support each Portal in every country through a simple, easy-to-use and lightweight tool that would work well within Slack, their team’s collaboration platform.
If you are one of the 12 million daily users of Slack, you know all too well that it's where all of your team’s communication happens, so keeping up to date and productive can be a tricky balance. That's why we created a list of ten ways you can optimize Slack for productivity in 2020: stop distracting notifications, quickly edit a message, utilize reminders, save notes, star messages/people/channels, show unread only, and much more! Also included are "power moves" to make you a Slack power user!
We flew through 2019 and couldn’t be more excited about what we are cooking up for 2020! Diving into the list of product updates we released in December: we added flexibility into how tickets are assigned with an emoji and improved our Zendesk/Slack integration to provide a full sync of attachments between systems. We also enhanced our Jira integration to allow more complex custom field mapping to Halp, and lastly, the ability to view your CSAT in CSV exports. All to help you work smarter, not harder, check them out below and let us know what you hope to see in 2020!
Learn about the success of Strava’s IT team and how they were able to increase their team's productivity, change their internal ticketing communication behavior, and track all of their requests by using Halp as their stand-alone ticketing system.
With more and more companies moving towards chat-based workspaces like Slack, many Tech Ops and IT Teams need a Slack ticket integration that will connect their current workspace to their ticketing system. We've analyzed and reviewed the top 5 best ticketing systems apps and integrations for Slack to help you decide which option is the best for your team.
The turkey feast is over, and the holidays are upon us, the Halp team is excited to look back at November’s short but mighty list of updates. Learn about the latest updates like Working Hours, Ticket Creation Source, and the New Web Navigation and Ticket View. Customers have already been raving about the new look and feel!
People Ops is designed to meet the needs of a creative and forward-thinking workforce that values recognition, doing meaningful work, and wants access to a variety of choices to chart their own work experience. There are four ways People Ops accomplishes this goal, treating employees like their best customers, utilizing software to create a better candidate experience, developing a smooth onboarding experience, and providing an engaging environment
Today’s IT experts juggle multiple priorities, and the best leaders do it all while keeping up on the latest industry trends. To find out what trends will shape IT in the near future, as well as get insights into how the next generation of IT leaders should approach starting their careers, we asked two industry veterans, Sean Glang, Senior IT Manager at Recurly, and Jesus Ward, Director of IT, Superfly, to share their perspectives. Here’s what they said.
📣In this post, we're excited to share October's updates from Halp! Read up on the latest improvements including our Zapier Integration, Filter by Channel in Ticket List View, New Recipe Trigger: Field has Any Value, New Recipe Action: Assign to Agent That did Action, Custom Permissions & Sign in with Slack, New Agent and Admin Onboarding, Delayed Agent Billing, and more!
Halp’s dev intern Gernene Tan had the opportunity to design and implement a new feature for Halp’s web UI. Gernene reflects on what working on a new feature “the size of a small french fry” taught her about patience and how to be a better engineer.
Using Slack as a help desk allows people to get the support they need without ever leaving the app they already use to communicate, which makes the whole reporting/resolving process much smoother and more efficient. Slack is a great fit, especially if you’re a smaller company because you won’t need to implement a different ticket tracking system, instead, you’ll work with what you already have.
📣 As we head into the final quarter of the year (and decade!), we wanted to recap some of September's exciting updates and improvements from Halp! We launched a ton of new updates this last month--kudos to our rockin’ 🤘🏼 product team for bringing the magic. Last month we launched six new product updates and one new integration with BetterCloud! Learn about 📌 Pin & Ticket 🎫, 📝 Channel-Based Forms, 🔎 Multiselect, Conditional, Synced Fields and more!
Home Depot’s QuoteCenter Site Reliability Engineering (SRE) Team skewed away from other internal support ticketing systems because they were too much change and burden on the end-user. Their goal was to make it easy for their users to continue normal day-to-day operations in Slack without having to add another step to submitting an issue or request.
A Reacji is when you add an emoji to a message to indicate emotion, share context, or trigger a specific action within a conversational platform such as Slack. With emoji reactions, you can easily acknowledge others without being inundated with distracting replies, questions, etc. In other words, reacjis reduce noise.
Do you know the difference between a help desk and service desk? In our first pass, we thought, a help desk provides help and solutions, whereas a service desk provides service - however, what we found was it's not as straightforward as we thought. Which is why we put together this blog and broke down the features of each tool to better dissect how a help desk and service desk are used in the proper way.
As a support team that had never had a help desk before, finding time was never easy, especially as a team of one. SQZ wanted one seamless process for communicating and submitting a request to IT, along with a way to capture, store, and retrieve all of the IT request/records. Born out of a need to create a help desk and a desire to build a tracked ticketing system, they were on the hunt for an IT help desk solution that wouldn’t take up a lot of time or resources to build and manage.
If you’ve been using Slack as a company, you likely already have a channel set up for your customer support team (#support-team-for-the-win) where they can chat together. However, we've reached out to the experts and gathered their tips on how to provide the best customer support would take you beyond one channel and make your Slack strategy more effective. Learn how to find information faster, document knowledge more efficiently, and work together more collaboratively with our Slack tips for support teams.
August has come and gone but the Halp team has been busy 🐝's! We've taken some of the feedback from our AWESOME clients and added custom email domains, formatting inbound HTML emails, the ability to turn any Jira issues into a Halp ticket and Reacji's now launch Slack ticket forms. We are coming for you September!
Service Level Agreements are often legally binding contracts with customers, especially for enterprise software. If an SLA is breached, your organization could lose a customer, be expected to pay large fines or be sued for breach of contract. Just like uptime guarantees, support SLAs are critical for large companies working with VIP customers.
As a support agent, you may have many different tools at your disposal. There are different tools for chat, CSAT surveys, bug reporting, productivity, the list goes on. All of them play their role to help support you, so you can support others. But, there are two tools that almost any support agent can’t live without their help desk and knowledge base.
Automation helps to solve customer-facing issues faster. However, this benefit can come at a cost. Since automation is a process that executes without human intervention, it can make mistakes that a person would not have made. It’s like the digital version of asking a woman how far along her pregnancy is and finding out she’s not expecting 🤦.
So you've created a Slack App, that's awesome. It's pretty likely that you're not getting the right data about traffic and installations from Slack. Learn how to make sure you're tracking everything correctly.
Slack reminders are great for same-day notes to yourself... Once a reminder is set, you'll get a Slackbot message saying so. Things like remembering to ask Suzie about when the next office D&D meet up is when she gets into work tomorrow, picking back up that content brief in a few hours to review one last time, or reminding your whole team about the card for Cathy in the break room. They are endless, mindless tasks we need a little nudge on.
You found the perfect candidate and it’s finally their first day in the office. It’s been a long recruitment process to find the best person so you want to make sure they stay in the company and succeed in their new role. Having an efficient onboarding process is your chance to show her all of the great things about your company that you discussed during the interview — you only have one chance to make a great first impression, which is why using Slack can make your day and their first day better. Make sure you get it right!
Halp’s recipe builder is a powerful way to plug Slack-specific automation into your workflow. Now you can sync Halp tickets with different integrations based on recipes, send specific requests to private channels for multiple teams, escalate a ticket based on status, and many more! We make it easy to automate your workday and make not just your employees happy but customers too.
We know what it’s like to work on a team that is continuously seeking ways to put out fires daily, reduce drive-bys, and find ways to reduce your support ticket queue. That’s why we’ve put together a list of ways to prioritize and resolve support tickets faster.
Here's a recap of all the new stuff Halp has to offer in July! We're super excited to introduce Halp Answers, support for Jira Server & Jira Data Center, multiple workspaces and Slack Enterprise Grid as well as the ability to trigger any recipe by reacji!
Zendesk functions can be manipulated for nearly any external or internal service. This post outlines some specific techniques for HR utilizing Zendesk. However, help desks can be used for other teams and purposes as well. IT, Finance, Sales, Legal, and Operations departments can also use Zendesk to streamline business communication.
Even if you use Slack every day, it’s likely that there are a few tricks you still don’t know about. It’s understandable – it’s extremely easy to get the basics of Slack and feel like we’ve mastered the tool. And you’re probably right, but that’s not the same as using Slack with the assurance that you’re doing things the most efficient way.
Is your support team regularly working in both Slack and Zendesk? Does your team struggle with switching between tools, tracking your support team’s responses in multiple areas, or sharing customer questions with colleagues in other departments? You’re definitely not alone!
Here's the June wrap up from the Halp product team - support for multiple Jira projects and Zendesk integrations, as well as the ability to customize your Slack bot and more ways to automate your workflows. Onwards to July!
Building a modern ticketing system while also using it ourselves has proven to be a huge success as we move forward in developing and building a tool that is not only intuitive but a product we stand by in every way....because we use it!
As Halp’s Microsoft Teams integration has developed, we’ve switched from installing our apps in Teams’s App Studio to a sideloading. Basically, sideloading is the process of uploading a custom Teams app by uploading said app’s zip package to the Teams Store.
Slack is a collaborative workspace for teams—but you can use the software for much more. Establish and Organize your channels. Customize your workspace look and feel. Use slack Bots to the fullest. Reduce flipping cost and integrate with other apps you work in. Create Custom Emoji’s and More!
Depending on the needs of your app, our App-Studio-sideload approach may not be the easiest, however, there are certain factors to consider when developing and uploading Teams apps. We dive into features, functionality, and manifest versions of App-Studio and discuss different factors in the context of developing Halp’s Teams integration.
Slack or Teams? Which side of the workspace line do you fall? We have taken a moment to outline the differences in the two leading workspace environments to help you understand them better and figure out which would work best for your company.
There are multiple ways to create custom apps and multiple ways to create bots for said apps - each with their own advantages and drawbacks. We’ve assembled the following guide based on our own initial process for app creation and uploading in Microsoft Teams. This approach combines the use of Teams’s App Studio and sideloading to maximize available functionality and simplicity.
Fresh off the press, here is the May round-up of our brand new features for Halp!
It’s no secret that Slack is a dynamic tool. It allows teams to communicate in a fluid and transparent manner. Channels, direct messages, and threads are all amazing tools that allow you to organize messages and keep your team informed. One feature we love that doesn’t get talked about as much is User Groups.
Starting an internship can be intimidating yet exciting, especially if you just graduated high school. Our very own Dev intern Gernene gives us her fresh take on how support ticketing is crucial in many different organizations - even high schools. She re-imagines her high school experience with the implementation of Halp’s ticketing system.
Since its launch six years ago, Slack has quickly become a ubiquitous office tool. Used by companies of all sizes, it’s an effective way to streamline work and make teams stronger and more productive. And while it offers a powerful way to foster communication, part of its allure is the ability to connect it to a great deal of external and internal (meaning they were developed by the Slack team) apps.
There’s plenty of horsepower under the hood already, but many teams customize Jira Service Desk with other tools to take it beyond the areas it’s specifically designed for—whether that’s CRM, project management, or email management. In response to this, the Atlassian Marketplace opened its doors to software teams looking to customize and extend Jira Service Desk’s functionality in the spirit of improved team productivity.
If eyes are the window to the soul, Zendesk views are the window to the help desk. The Halp team has come up with a list of ten ways to improve Zendesk workflows using views. If you’re not a fanatic about your views yet, we hope you will be by the end of this post. Read on to discover 10 new ways to get the most out of Zendesk views.
Happy April - The Halp crew has been busy and we’re thrilled to share all the great new features! We shipped new settings to give you the ability to customize Halp, educate your team on how to make tickets, and one of our most requested features: a 2-way integration with Jira!
When companies grow they tend to reach a point where some tools don't serve their needs anymore. In this post, we dive into what goes wrong, and what companies can do instead, with the Zapier Zendesk integration as an example.
Slack announced a lot of big features last week along with dropping their S-1 as they look to go public in the next few months.Outside of the big features you’ve been hearing about, they also announced a bunch of less splashy but incredibly exciting features they will be rolling out. Here’s what’s coming next that I’m most excited about:
Initially, as a team just starting to put support processes in place, sorting and managing service requests was quick and easy. A short message was all the Support team needed to process a change request or set up the company Google calendar for an employee. But as the company grows and more people come on board, you soon find yourself working through piles of tickets, sifting through company inboxes, and pinging your Support team so they can follow up on those 3-day-old issues.
Halp has been getting some major upgrades in March and we are stoked to share it with you. Brand new reporting, ability to search tickets, and group based permissions so you can use Halp with multiple teams. Many of these features are driven by feedback from our early customers. If you have product feedback we’d love to hear it, don’t be shy!
Service Cloud can be customized in many different ways to make the lives of support agents easier. Turns out, there’s a lot under the hood. Whether you’re brand new to the ‘cloud, migrating from Desk.com or just looking to get more out of your help desk, this post will help you discover two great features: Quick Actions and Macros.
One of Slacks most powerful organizational tool for your company is the Channels feature. Slack channels help keep team conversations all in one place. It allows your team to chat throughout the day using various channels to organize conversations based on projects and more.
These 10 Slack apps are amazing at saving time and reducing information overload, but they’re really just a scratch on the surface. There are so many bots, apps, and integrations dedicated to making communication, file management, productivity, and HR easier for Slack-driven teams.
It’s clear that – at least right now – you can’t fully reject email. Instead, use some of the existing tools to your advantage to make sure you’re not overwhelmed by all these notifications coming from different sources. Connecting an email app to a channel in Slack is an easy way to skip your inbox and receive instant notifications without having to leave your workspace.
Customer retention is critical to scaling your company. Not only does better retention help revenue grow, but it also leads to more reference accounts that will help feed new business. When customers are not achieving their desired outcomes or feel like they do not have an advocate towards success, they are more likely to churn.
If you’re currently using Desk.com for your help desk, you have a decision to make. As of March 13th, 2020, Desk.com will be retired for existing customers. 😱
We're announcing a rebrand from BubbleIQ to Halp. Along with our $2.6M seed round from Slack, Techstars, and Matchstick Ventures.
On days when your inbox looks more like maelstrom than a mailbox, it can be difficult to know where to dive in. Agents get overwhelmed looking at a wall of tickets that all look equally important. Instead of tacking tickets one at a time, they click between tabs and don’t know where to start.
The concept of pre-sales and post-sales teams is dying. It used to be that one group of people focused on obtaining new business and then handed that business to another group of people to maintain it. This method is no longer a successful way to grow a business. Using a collaborative customer journey to emphasize customer outcomes has become the leading way to engage with potential customers, through to a signed deal and all the way to successful renewals.
Forms now support 10 fields, accept tickets via email, improve ways to update and edit tickets, new ticket routing rules, and Service Level Agreements.
In each step of the customer journey, customer-facing teams strive to help customers maximize value from the product. In these interactions, customer-facing teams might receive hundreds, if not thousands of feature requests, comments, and other forms of feedback from users. In order to make use of this valuable feedback, support, engineering, and product teams need to build a collaborative environment.