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.

If the 🎫 is not working, please check in with your Halp Admin to see if they changed the default recipe.

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