Select your tickets from your ticket list (you can also use the checkbox in the table header to select all tickets on the page), and select one of the actions. Moving multiple tickets to a queue (non-jira only).Changing the status of multiple tickets (non-jira only).
Halp supports the ability to update many tickets at once using Bulk Actions. Open a ticket and reply publicly or privately and the responses will sync back to Slack. You can comment/edit a ticket directly from. In Halp Web Commenting On and Editing Tickets Note: If you have Default agent reply type set to Private, you need to use a :mega: to post a public message. Doing this will allow you to collaborate with other agents in your queue, or leave notes. To add private notes to a ticket from Slack, all you need to do is preface your message in the thread of the ticket in the Triage Channel with a ? emoji.
Messages in either thread will sync back to the ticket. You can a ticket from the Triage Channel connected to your queue, or from App Home which provides filtering options. In SlackĪgent tickets live in two places in Slack. You can choose to answer tickets directly in Slack, in Halp Web, or within Jira or Zendesk, via a synced integration. There are a few ways to work tickets as an Agent. Select a queue and a form, and that ticket will create in Halp and send to the appropriate Triage Channel. In Halp Web, you can click on “create a ticket” anywhere from the Ticket List view.
Type a slash command and click enter to be prompted to fill out a form to create a ticket. Tickets can be created by using /support, /helpdesk, or /halp. You can click the :plus: anywhere in Slack and be prompted to “create a ticket in Halp”. These tickets will never post to a Request Channel, only in the DM and the Triage Channel. It will send a DM to the requester and an agent ticket to the proper triage channel. Navigate to Halp and click Home -> Create a ticket. In order to make a ticket from a MDM, please use a “message action” In App HomeĪgents (and requesters) can create tickets from Halp's App Home. Note: Halp does not work in multi DMs (or group DMs) where you have more than two users in one direct message (MDM). The bot does not have permissions to post in that channel, so it will send a DM to the requester and an agent ticket to the proper Triage Channel. If you add a ? emoji to a comment in a DM, you will be prompted to fill out a form (segmented by queues). If you add a ? emoji to a comment in a channel where the bot hasn't been invited, you will be prompted to fill out a form (segmented by Queues, with each Queue having their own related forms). In a Public Channel That the Bot Has Not Been Invited To If you want users to submit a ticket in a request channel and fill out a form, but not require that they react with the emoji themselves, you may look into using the for that channel in conjunction with the form requirement setting. With the form requirement setting enabled, the user who reacts with the emoji to create a ticket will receive the form prompt. Swipe through the list until you find Emoji, and then tap it to enable it. If the ? is not working, please check in with your Halp Admin to see if they changed the default recipe. How do you paste Emojis on iPhone To add emoji to your iPhone, install a new keyboard, which is as easy as selecting the emoji keyboard from the phone’s settings. Or, :pizza: is a great way to tell others that you're away on lunch.? is the default ticket creation emoji. For example, if you're out of the office, Slack's :x: may be a perfect way to say, “I'm unavailable”. Notify Others of Your Work StatusĪnother useful way to use emoji is for showing your current work status. If there's a message you and your team send often, there's probably an emoji to take its place. Some of the reacji Slack uses in-house include:
Instead of saying “okay” or “got it” a simple emoji, or what Slack calls reacji, will work just fine. This cuts down on the number of repetitive messages sent each day. The geniuses at Slack themselves use emoji to react to messages inside their workspaces. Using Emoji to React Instead of Sending Another Message There are plenty of ways to use Slack emoji to boost productivity, show when you're out of office, and more. Yet, in Slack, emoji take team communication to a whole new level.
Sending an emoji is now one of the most natural things in the world. 4 Creative & Useful Ways to Use Custom Slack Emoji