Product Updates
March 9, 2020

March Product Update

We’re staying busy shipping features that make the transition to WFH even easier. You can now request tickets on behalf of others, fully customize Halp answers, default to private messages, and change your closing ticket permissions. Read on for more.

We remain fanatical about our customers in this time of crisis. Watching how you are using Halp to power the move to remote while still supporting your end-users is nothing short of inspirational. We’re staying busy shipping features that can make this transition even easier. Show your support for your favorite new feature by clicking the headlines and retweeting the featured tweet. For every retweet, we’ll give away swag to that lucky customer. Make sure you’re following us so we can DM you your winnings! 

🔖 Request tickets on behalf of others

As agents, you're often one step ahead of your end-user, creating tickets *for* them so that you can get to work. You can now edit the requester to be someone other than yourself in a drop-down field during ticket creation. This way, the end-user is looped in from the start and, as the reporting agent, you won't be talking to yourself. We've done enough of that already this month…


🙋🏽‍♀️Halp answers is now fully customizable

Have you tried Halp Answers yet? We've dramatically improved the experience allowing you to fully customize the title, text, and keywords/keyphraseskey phrases. With Halp Answers you can create useful, automatic responses to commonly answered questions. If you have existing Answers we recommend going back through and updating the keywords for high match rates. 


🤫 Default to private messages 

Tired of using the 🔒 emoji on all your internal comms? Teams can default to private messages and use the 📣(:mega:) emoji to send messages to customers. Now your ops teams can communicate even more securely and avoid that awkward slip up when Chad from sales got the wrong message 🤔 🤔 🤔 


🙅🏾‍♂️Closing ticket permissions

Every team has their own way of interacting with users on tickets. Today, we’ve released a new setting in Halp’s “General” settings that allows teams to toggle whether or not they want end-users to have the ability to close tickets. 



We’d love to get your feedback or comments about Halp! Drop us a line via email to support@halp.com or join the Halp Ops Community!


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