Forms now support 10 fields, accept tickets via email, improve ways to update and edit tickets, new ticket routing rules, and Service Level Agreements.
Our product team has been busy the last few weeks and we wanted to share some of the awesome new Halp features that we’ve released.
We’ve onboarded a bunch of amazing IT teams all over the world and have been busy learning how different teams are using the product, building feature requests, and fixing bugs. 6 weeks into our “Beta” we couldn’t be more excited about how things are going and wanted to share the features we recently released that we’re most excited about.
If you have any feature requests or questions about how to use these features, just reply to this email.
Slack launched an update so that dialogs can have up to 10 fields. We added support for this as well, along with more customization on forms so you can have forms with no titles and specific labels and placeholders.
We’ve updated the agent ticket view to have an “expand” button. This button lets you access the ability to add and remove followers directly in Slack. Agents can add anyone to ‘Follow’ a ticket thread to enable manager approvals or other workflows. You can also view and edit all custom fields on the ticket in the expanded views.Our goal is to keep the ticket compact while having lots of capabilities within Slack.
Although we’re riding the conversational ticketing wave, we recognize that companies have long-standing processes of emailing `firstname.lastname@example.org` to create a ticket. We’ve built a way for End Users to send that email, create a ticket, either handle that Slack OR continue that email chain back and forth. The Agent can continue to work that ticket from their Slack #triage-channel or Halp’s web app. This handles CCs and Reply alls. It's pretty cool.
Based on customer requests we’ve created new workflow rules and made it so Agent tickets will be transferred to other channels when they match a new criteria. Here’s how it works:
Several customers requested a very easy way to maintain their internal SLAs. Users can now set SLAs based on how long a ticket has “remained in the same status”. Look out for Slack based notifications on SLAs and additional conditions in the near term such as ‘time elapsed since last ticket activity’ (comment, approval, etc).
That's not all!
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.